Explain the Capabilities, Use Cases, and How to Configure the Service Entitlements and Milestones in Salesforce. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 4)

Questions 16–20

1. 16application · medium

   A manufacturer provides a 2-year warranty on its equipment and a separate paid maintenance contract that includes priority support. They want to ensure that when a customer logs a case, the correct support terms are applied based on whether the case is a warranty claim or a maintenance issue. What should the administrator do?

   • ACreate two service entitlements: one for warranty and one for maintenance, and associate them with the appropriate accounts or assets.
   • BCreate two entitlement processes and assign them based on case origin.
   • CUse case record types to differentiate warranty and maintenance cases.
   • DCreate one service entitlement with two milestones, one for warranty and one for maintenance.
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2. 17application · medium

   An administrator is configuring a service entitlement for a customer with a 24/7 support contract. The contract specifies a 2-hour response time for all cases. The administrator has created the entitlement and the entitlement process. What else must be configured to ensure that the response time is tracked on cases?

   • AEnable the entitlement's 'Track Milestones' checkbox.
   • BSet the case record type to the entitlement's record type.
   • CCreate an escalation rule that triggers after 2 hours.
   • DAdd a milestone to the entitlement process with a target time of 2 hours.
   Reveal Solution Discussion Select an answer first
4. 18foundation · easy

   What is the primary purpose of a service entitlement in Salesforce?

   • ATo automatically generate invoices for support services rendered to a customer.
   • BTo store a customer's contact information and communication preferences.
   • CTo track the physical location of a customer's assets for field service dispatch.
   • DTo define the terms of customer support, such as the type and level of service a customer is eligible to receive.
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5. 19foundation · easy

   In Salesforce, which record type is used to define the support terms that apply to a customer's cases?

   • AService Contract
   • BCase
   • CEntitlement
   • DMilestone
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6. 20foundation · easy

   Which scenario is a typical use case for a service milestone?

   • AAssigning cases to the appropriate support queue.
   • BEnsuring cases are resolved within a specified number of business hours.
   • CSending an email to the customer when a case is created.
   • DCalculating the number of cases closed by an agent.
   Reveal Solution Discussion Select an answer first