Explain the Capabilities, Use Cases, and How to Configure the Service Entitlements and Milestones in Salesforce. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 6)

Questions 26–28

1. 26foundation · easy

   A support team wants to track how quickly they respond to high-priority cases. Which type of service milestone would they use?

   • AResolution time milestone
   • BCase handling time milestone
   • CEscalation milestone
   • DResponse time milestone
   Reveal Solution Discussion Select an answer first
2. 27foundation · easy

   Which business scenario is a typical use case for applying a service entitlement?

   • AManaging the inventory of spare parts for field service.
   • BCapturing customer feedback after a case is closed.
   • CDefining a service level agreement (SLA) for a customer's support contract.
   • DTracking the number of cases closed by each support agent.
   Reveal Solution Discussion Select an answer first
3. 28foundation · easy

   A company sells extended warranty plans for its products. When a customer submits a case for a product under warranty, what should the company use to ensure the case is handled according to the warranty terms?

   • AService entitlement
   • BAuto-response rule
   • CCase escalation rule
   • DAssignment rule
   Reveal Solution Discussion Select an answer first