Entitlement Management

A consultant is troubleshooting an issue where cases created for a customer with an active entitlement are not receiving any milestones. The entitlement process is active and assigned. What is the most likely cause?

Which Salesforce edition must an organization have enabled in order to utilize Entitlement Management features such as Milestones and Entitlement Processes?

A support manager wants to view a list of all active entitlements across the organization that are due to expire within the next 30 days. Which object should be queried or reported on?

Universal Containers wants to ensure that support cases follow different SLAs depending on whether the customer purchased a Gold, Silver, or Bronze support package. How should the consultant structure the Entitlement Processes?

Universal Containers wants to track support provided under a formal, legally binding customer agreement that includes specific pricing, start/end dates, and covered products. Which Salesforce object best represents this agreement?

What is the primary purpose of associating Business Hours with an Entitlement Process?

Which user permission is required for a support agent to view entitlements and service contracts in Salesforce?

A support supervisor notes that when a case milestone violates, an email alert should be sent to the case owner, and the case priority should be automatically escalated to High. Which feature allows this combination of actions when a milestone is violated?

An administrator needs to configure warning and violation actions for a milestone called 'First Response'. Where are these actions defined?

Where are Milestone Types created before they are added to an Entitlement Process?

Which TWO methods can be used to associate an Entitlement with a Case? Choose 2 answers.

Which TWO actions can be triggered when a milestone reaches its warning or violation time? Choose 2 answers.

Universal Containers wants to bundle multiple service products together under a single agreement for a major client, allowing different terms for each product line. Which feature should the consultant use?

Which THREE features are provided natively by Entitlement Management in Service Cloud? Choose 3 answers.

A consultant is configuring milestone pause criteria based on custom case fields. Which THREE rules apply when configuring pause and resume behavior? Choose 3 answers.

Which TWO factors determine whether an entitlement is successfully applied to a new case upon creation? Choose 2 answers.

A consultant is configuring an Entitlement Process for a support team that handles cases with multiple milestones. The team wants to track when a case is approaching a milestone violation and when it actually violates the milestone. Which two milestone actions should the consultant configure to meet these requirements? (Choose two.)

A consultant is configuring an Entitlement Process for Universal Containers. The process includes a milestone that should only start when a case is escalated to Tier 2 support. The milestone should not appear on cases that remain in Tier 1. Which configuration should the consultant use to meet this requirement?

Universal Containers wants to allow customers to create cases from a self-service portal and automatically apply the correct entitlement based on the customer's support level. The support level is stored on the Account record. What is the most efficient way to achieve this?

Universal Containers wants to allow agents to manually select an entitlement on a case when multiple entitlements are available. The consultant needs to ensure that the entitlement field is visible and editable on the case page layout. Which configuration is required?

A consultant is asked to explain why a case did not receive an entitlement automatically even though the account has an active entitlement. The case was created via a Web-to-Case form, and the account was linked after creation. What is the most likely reason?

Universal Containers has an entitlement process with a milestone that tracks the time to first response. The milestone has a time trigger of 2 hours and an action that sends an email to the support manager when the milestone is breached. After a recent change, the support manager reports that they are receiving breach emails even when the first response was sent within 2 hours. What could be the cause?

Universal Containers uses Entitlement Management. A support manager reports that on one specific case, the 'Resolution Time' milestone never appeared in the Milestones related list even though the case clearly matched an active entitlement whose process contains that milestone. The case was created via the Web-to-Case channel and its Entitlement was later populated by an Apex trigger after insert. What is the most likely cause?

Universal Containers sells three tiers of support. The service operations team wants cases to inherit the correct entitlement automatically based on the account's service level, and they also want to prevent agents from manually swapping in a higher-tier entitlement that the customer did not purchase. Which combination of Entitlement Management configuration and enforcement should the consultant recommend?