A company sells annual support contracts for its hardware devices. Each contract is tied to a specific device (asset) and the customer account. The support team needs to track which devices are covered and automatically apply the correct entitlement when a case is logged for that device. What should the administrator configure to meet this requirement?

Create a custom field on the case to capture the asset, then use a workflow rule to assign the entitlement.

Create a service contract and add the asset as a line item, then link the contract to the account.

Create an entitlement process and set the entry criteria to match the asset's serial number.

Create a service entitlement with the asset as the related record and set the entitlement process on the entitlement.

A support manager wants to understand how service entitlements and entitlement processes work together to manage customer support. Which statement accurately describes their relationship?

Entitlement processes define the customer's entitlements, and service entitlements automate the actions.

Service entitlements are only used for reporting, while entitlement processes handle all automation.

Service entitlements and entitlement processes are interchangeable terms for the same thing.

Service entitlements define what the customer is entitled to, and entitlement processes automate the actions and milestones based on those entitlements.

An administrator has created an entitlement process with multiple milestones. The process is active, but the milestones are not triggering as expected. The administrator suspects the entry criteria are too restrictive. What should the administrator do to troubleshoot?

Check the case assignment rules.

Review the entry criteria to ensure they match the cases that should be included.

Deactivate and reactivate the process.

Verify the entitlement is associated with the account.

A support case is created for a customer with a Gold entitlement. The administrator wants to know when the entitlement process will evaluate the case and trigger the first milestone. What determines this?

The case must be assigned to a queue.

The case must have a status of 'New'.

The case must have a priority of 'High'.

The case must match the entry criteria of the entitlement process.

A support team is manually sending responses to customers and tracking response times in a spreadsheet. The company wants to automate this process and ensure that response time is measured from the moment a case is created. What should the administrator configure to meet this requirement?

Create a workflow rule to send an email when a case is created.

Create a case escalation rule to escalate cases that are not responded to within a certain time.

Create a report to track case creation times and response times.

Create an entitlement process with a milestone for first response and set the milestone to start when the case is created.

SalesforceCertified Platform Administrator II

Domain 5Objective 2

Explain How to Create and Maintain Service Entitlements and Entitlement Processes. PLATFORM-ADMINISTRATOR-II Practice Questions (Page 5)

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 21–25

21application · medium
A company sells annual support contracts for its hardware devices. Each contract is tied to a specific device (asset) and the customer account. The support team needs to track which devices are covered and automatically apply the correct entitlement when a case is logged for that device. What should the administrator configure to meet this requirement?
Select an answer first
22application · medium
A support manager wants to understand how service entitlements and entitlement processes work together to manage customer support. Which statement accurately describes their relationship?
Select an answer first
23expert · hard
An administrator has created an entitlement process with multiple milestones. The process is active, but the milestones are not triggering as expected. The administrator suspects the entry criteria are too restrictive. What should the administrator do to troubleshoot?
Select an answer first
24application · medium
A support case is created for a customer with a Gold entitlement. The administrator wants to know when the entitlement process will evaluate the case and trigger the first milestone. What determines this?
Select an answer first
25expert · hard
A support team is manually sending responses to customers and tracking response times in a spreadsheet. The company wants to automate this process and ensure that response time is measured from the moment a case is created. What should the administrator configure to meet this requirement?
Select an answer first

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