Explain the Capabilities, Use Cases, and How to Configure the Service Entitlements and Milestones in Salesforce. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 5)

Questions 21–25

1. 21foundation · easy

   How do service entitlements and milestones work together in Salesforce?

   • AEntitlements and milestones are independent and do not interact.
   • BMilestones define the support terms, and entitlements track the time taken to meet them.
   • CEntitlements define the terms of service, and milestones track the time-based commitments within those terms.
   • DMilestones are used to create entitlements.
   Reveal Solution Discussion Select an answer first
2. 22application · medium

   A support manager notices that several cases for a customer are breaching their response time milestone. The customer has a 24/7 support contract with a 2-hour response time. The administrator wants to understand why the milestones are breaching. What should the administrator review?

   • AThe milestone's start and stop conditions and the business hours on the entitlement.
   • BThe entitlement's record type and page layout.
   • CThe case's priority and severity.
   • DThe case assignment rules to see if cases are routed correctly.
   Reveal Solution Discussion Select an answer first
4. 23application · medium

   A company wants to ensure that for a specific customer, all cases are responded to within 4 hours and resolved within 24 hours. The administrator has created an entitlement and an entitlement process. What is the best way to configure this?

   • ACreate two entitlement processes, one for response and one for resolution.
   • BAdd one milestone with a target of 4 hours and use a formula to calculate resolution time.
   • CUse case escalation rules to handle both response and resolution.
   • DAdd two milestones to the entitlement process: one for response time (4 hours) and one for resolution time (24 hours).
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5. 24foundation · easy

   When a service milestone is breached, what is the recommended action for a service manager?

   • AAutomatically delete the milestone from the case.
   • BReview the case and take corrective action, such as escalating or reassigning it.
   • CChange the entitlement to extend the target time.
   • DIgnore the breach if the case is closed.
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6. 25application · medium

   A company sells software with a 30-day return policy and a 1-year technical support warranty. They want to track support cases for warranty claims separately from return requests. What should the administrator do to differentiate these two types of support?

   • ACreate two entitlement processes and assign them based on case origin.
   • BCreate two service entitlements, one for warranty and one for returns, and associate them with the appropriate accounts or assets.
   • CCreate one service entitlement with two milestones, one for warranty and one for returns.
   • DUse case record types to differentiate warranty and return cases.
   Reveal Solution Discussion Select an answer first