Explain How to Create and Maintain Service Entitlements and Entitlement Processes. PLATFORM-ADMINISTRATOR-II Practice Questions (Page 4)

Questions 16–20

1. 16foundation · easy

   When a service entitlement is no longer valid, what should an administrator do to prevent it from being used on new cases?

   • ADeactivate the entitlement
   • BRemove the account from the entitlement
   • CChange the entitlement process
   • DDelete the entitlement record
   Reveal Solution Discussion Select an answer first
2. 17application · medium

   A company offers different support levels: Standard and Premium. For Premium cases, the first response must be sent within 2 hours, and the case must be resolved within 24 hours. For Standard cases, the first response must be sent within 8 hours, and resolution within 72 hours. The administrator needs to automate these requirements. What should the administrator configure?

   • ACreate one entitlement process with entry criteria for both support levels and a single set of milestones.
   • BCreate a single entitlement process and use time-based workflow rules for the different response times.
   • CCreate two separate entitlement processes, one for each support level, with appropriate milestones.
   • DCreate a case escalation rule for each support level.
   Reveal Solution Discussion Select an answer first
4. 18application · medium

   A support manager wants to ensure that cases logged for customers with a Gold support entitlement automatically receive a response within 4 hours and are escalated if not resolved in 48 hours. The administrator needs to automate these actions without manual intervention. What should the administrator use?

   • AAn escalation rule with a 4-hour and 48-hour time frame.
   • BAn entitlement process with entry criteria for Gold entitlements, a 4-hour response milestone, and a 48-hour resolution milestone with escalation.
   • CA workflow rule to send an email after 4 hours and another after 48 hours.
   • DA case assignment rule to route Gold cases to a priority queue.
   Reveal Solution Discussion Select an answer first
5. 19foundation · easy

   What is the effect of deactivating an entitlement process?

   • AThe associated service entitlements are deactivated
   • BThe process is permanently deleted
   • CExisting milestones on open cases are deleted
   • DThe process will no longer be applied to new cases
   Reveal Solution Discussion Select an answer first
6. 20expert · hard

   A company has an entitlement process that includes a milestone for 'First Response'. The milestone is set to start when the case is created and has a target of 4 hours. The administrator notices that the milestone is not completing even though the support agent responded within 2 hours. What could be the cause?

   • AThe milestone completion criteria are not set to recognize the response as completing the milestone.
   • BThe case was not assigned to the correct queue.
   • CThe entitlement process is not active.
   • DThe case priority is too low.
   Reveal Solution Discussion Select an answer first