Service-Con-201 Entitlement Management — 10 Questions

Question 1

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?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

The Milestone's criteria are not met by the newly created case's field values.. Milestones require specific entry criteria. If the case fields do not match the criteria defined for the milestone in the entitlement process, the milestones will not be created.

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Business hours are not assigned to the User profile.

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The Entitlement is associated with a Service Contract instead of an Account.

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The Entitlement Template has not been applied to the Contact record.

Question 2

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

Accepted Answer

Enterprise Edition and above. Entitlement Management is an advanced feature available in specific Salesforce editions, primarily Enterprise, Unlimited, Performance, and Developer editions.

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Group Edition

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Professional Edition only

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Contact Manager Edition

Question 3

Universal Containers uses Service Contracts to manage customer agreements. They need to track the remaining number of support cases allowed for a specific customer under their purchased contract. Which feature supports this?

Accepted Answer

Case-based Entitlements. Entitlements can be configured to track usage based on 'Cases' or 'Time' to limit support consumption.

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Service Contract Line Items

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Milestone Processes

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Entitlement Templates

Question 4

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?

Accepted Answer

Entitlement. The Entitlement object tracks active support agreements for customers and contains fields such as End Date, making it ideal for tracking expirations.

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Milestone Type

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Service Contract

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Case Milestone

Question 5

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?

Accepted Answer

Create separate Entitlement Processes for Gold, Silver, and Bronze, and associate them with corresponding Entitlements.. Different service tiers require distinct timeframes, actions, and milestones, which are best managed by creating separate Entitlement Processes for each tier.

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Create a single Entitlement Process and use assignment rules to change the SLA timers dynamically.

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Configure multi-currency settings to scale the SLA target times.

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Use workflow rules to update the milestone target time based on the customer tier.

Question 6

A Service Cloud consultant is setting up milestone tracking for a VIP support queue. The requirement is that the First Response milestone should only apply to cases where the Priority is High. How should the consultant configure this?

Accepted Answer

Create a separate Entitlement Process with criteria where Priority equals High, and assign it to VIP accounts.. Milestone criteria are defined using rule criteria (formula or field criteria) within the Milestone Process. If a case matches the criteria when created, the milestone is added; if criteria are not met, the milestone is skipped.

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Write an Apex trigger to manually instantiate the Milestone object when Case Priority is High.

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Use an escalation rule to trigger the milestone when the Priority field is updated to High.

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Configure a validation rule to prevent cases from saving unless Priority is High.

Question 7

Universal Containers wants milestone timers to pause automatically when a customer support agent places a case in 'Waiting on Customer' status, and resume when the status changes back to 'In Progress'. How should this be configured?

Accepted Answer

Define Pause criteria in the Entitlement Process where Case Status equals 'Waiting on Customer'.. Milestone recurrence and pausing are governed by 'Milestone Recurrence' and status-based pause criteria configured within the Entitlement Process settings.

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Configure Case Business Hours to exclude times when the status is 'Waiting on Customer'.

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Create a Process Builder that pauses the Case Milestone record when status changes.

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Enable Milestone Recurrence to reset the timer whenever the status changes.

Question 8

Universal Containers needs to automatically assign standard support levels, including terms and types, to newly created accounts when customers purchase a specific service package. Which feature should the consultant implement?

Accepted Answer

Entitlement Templates. Entitlement Templates allow administrators to define standard support terms that can be automatically applied to accounts when a service contract or entitlement is created, or added to an account directly.

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Entitlement Processes

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Milestone Processes

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Service Contracts

Question 9

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?

Accepted Answer

Service Contract. Service Contracts represent formal customer support agreements, grouping entitlements, contract line items, and pricing.

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Milestone Type

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Entitlement Template

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Entitlement Process

Question 10

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

Accepted Answer

To determine when milestone timers are active and ticking.. Business hours dictate when milestone timers run, ensuring that SLAs are only measured during operational support hours.

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To restrict when users are allowed to log into Salesforce.

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To schedule weekly maintenance windows for the Service Cloud console.

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To automatically send out-of-office email replies to customers.