Service-Cloud-Consultant Exam Dumps | Universal Containers has a case handling process that requires each case to go through a series of steps

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Question 32/117

Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?

A. Enable and configure Omni-Channel routing.

B. Implement Lightning flow with time-based actions.

C. Define entitlements and milestones.

Correct Answer: C

To manage a case handling process that requires each case to go through a series of steps within a specified amount of time, defining entitlements and milestones is the recommended approach. Entitlements in Salesforce represent customers' rights to support services, while milestones track the progress of cases against predefined time targets for each step in the support process. This setup enables Universal Containers to enforce and monitor adherence to service level agreements (SLAs), ensuring timely and efficient case resolution in line with the organization's commitments to its customers.

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