Service-Cloud-Consultant Exam Dumps | Ursa Major Solar's support department would like to implement an entitlement process to ensure customers

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Salesforce.Service-Cloud-Consultant.v2024-05-23.q117
Question 112

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Question 112/117

Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation?
Choose 2 answers

A. Workflow Actions

B. Milestones

C. Assignment Rule

D. Escalation Rule

Correct Answer: B,D

Milestones and Escalation Rules are two features that need to be configured as part of the entitlement process implementation. Milestones are time-dependent steps that represent required service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert or reassigning the case. Verified References: : Milestones : : Escalation Rules

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