Service-Cloud-Consultant Exam Dumps | Universal Containers has defined a set of steps that each Case must go through, from submission to closure.

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Question 3/117

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A. Configure Case Escalation Rules.

B. Define Entitlement and Milestones.

C. Use Process Builder with Scheduled Actions

D. Enable Omni-Channel Routing.

Correct Answer: B

Entitlements and milestones are features that help you track service contracts and service level agreements (SLAs) in Salesforce. Entitlements are units of customer support, such as phone support or web support, that specify what kind of support a customer is eligible for. Milestones are time-dependent tasks that represent required steps in your support process, such as first response time or resolution time. By defining entitlements and milestones, you can ensure that each case goes through the set of steps required by your SLA and meets the time limits for each step. Verified References: [Entitlement Management]

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