A company has two support tiers: Basic and Enterprise. Enterprise cases must have a first response within 1 hour and resolution within 8 hours. Basic cases must have a first response within 4 hours and resolution within 24 hours. The administrator wants to use a single entitlement process to handle both tiers. What is the best approach?

Create one entitlement process and use case assignment rules to differentiate the tiers.

Create one entitlement process with entry criteria that include both tiers and use a single set of milestones.

Create two entitlement processes, one for each tier, with different milestones.

Create one entitlement process and use escalation rules for the different time frames.

When a case is created for a contact that has an associated service entitlement, what happens automatically?

The entitlement is deleted after use

The case owner is automatically changed

The case is automatically closed

The entitlement is applied to the case if it matches the entitlement process criteria

An administrator has an existing entitlement process that is active. The business wants to change the escalation time from 24 hours to 12 hours. What should the administrator do?

Change the entitlement's end date to force the process to update.

Deactivate the process, edit it, and then reactivate it.

Create a new entitlement process and deactivate the old one.

Edit the milestone in the entitlement process and save the changes.

After editing an active entitlement process, what must an administrator do for the changes to take effect?

Recompile the process using the developer console

Save the changes; they take effect immediately

Submit the process for approval

Deactivate and reactivate the process

SalesforceCertified Platform Administrator II

Domain 5Objective 2

Explain How to Create and Maintain Service Entitlements and Entitlement Processes. PLATFORM-ADMINISTRATOR-II Practice Questions (Page 3)

Part of the SERVICE CLOUD APPLICATIONS domain, which accounts for 10% of the PLATFORM-ADMINISTRATOR-II exam.

26questions here

6free pages

8concepts

10%of the exam

Questions 11–15

11expert · hard
A company has two support tiers: Basic and Enterprise. Enterprise cases must have a first response within 1 hour and resolution within 8 hours. Basic cases must have a first response within 4 hours and resolution within 24 hours. The administrator wants to use a single entitlement process to handle both tiers. What is the best approach?
Select an answer first
12foundation · easy
When a case is created for a contact that has an associated service entitlement, what happens automatically?
Select an answer first
13application · medium
An administrator has an existing entitlement process that is active. The business wants to change the escalation time from 24 hours to 12 hours. What should the administrator do?
Select an answer first
14foundation · easy
After editing an active entitlement process, what must an administrator do for the changes to take effect?
Select an answer first
15foundation · easy
When creating a service entitlement, which two fields are required to define the period during which the entitlement is valid?
Select an answer first

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Explain How to Create and Maintain Service Entitlements and Entitlement Processes. PLATFORM-ADMINISTRATOR-II Practice Questions (Page 3)

Questions 11–15

When a case is created for a contact that has an associated service entitlement, what happens automatically?

An administrator has an existing entitlement process that is active. The business wants to change the escalation time from 24 hours to 12 hours. What should the administrator do?

After editing an active entitlement process, what must an administrator do for the changes to take effect?

When creating a service entitlement, which two fields are required to define the period during which the entitlement is valid?

Keep studying — SERVICE CLOUD APPLICATIONS