Service-Con-201 Entitlement Management Practice Test 2 — 15 Questions

Question 1

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.

Answer

Group Edition

Answer

Professional Edition only

Answer

Contact Manager Edition

Question 2

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.

Answer

Milestone Type

Answer

Service Contract

Answer

Case Milestone

Question 3

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.

Answer

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

Answer

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

Answer

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

Question 4

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. A Service Contract in Salesforce is the standard object designed to represent a formal, legally binding agreement with a customer, including contract number, start date, end date, contract terms, and pricing details. It can be linked to Accounts, Entitlements, and Cases, making it the correct object for tracking support under a contractual agreement.

Answer

Milestone Type

Answer

Entitlement Template

Answer

Entitlement Process

Question 5

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.

Answer

To restrict when users are allowed to log into Salesforce.

Answer

To schedule weekly maintenance windows for the Service Cloud console.

Answer

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

Question 6

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

Accepted Answer

Read access to Entitlements and Service Contracts object permissions.. Users need explicit read access to Entitlements and Service Contracts via their Profile or Permission Set to view them in the UI.

Answer

Modify All Data permission.

Answer

Manage Entitlement Processes permission.

Answer

Customize Application permission.

Question 7

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?

Accepted Answer

Milestone Violation Actions configured within the Entitlement Process.. Milestone Violation Actions are a native configuration within the Entitlement Process that let you define what happens when a milestone's target time is breached. You can configure them to send an email alert to the case owner and simultaneously update the case priority to High, all without code. This is the only declarative feature in the list that directly binds actions to a milestone violation event.

Answer

Entitlement Template automation rules.

Answer

Case Assignment Rules triggered upon milestone violation.

Answer

Apex Triggers listening to Case Milestone status changes.

Question 8

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

Accepted Answer

Within the Milestone Process detail page under Milestone Actions.. Warning and violation actions for a milestone are defined within the Milestone Process detail page under Milestone Actions. This is where you configure the actions that occur when a milestone is approaching its warning time or has violated its time limit.

Answer

On the Entitlement record layout.

Answer

Inside the Case Process Builder workflow.

Answer

Using Escalation Rules on the Case object.

Question 9

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

Accepted Answer

In Setup under Milestone Types.. Milestone Types are created in Setup under the Milestone Types node, where admins define the milestone's name, associated object (Case, Work Order, etc.), and whether it is a time or action milestone. Once created, the Milestone Type becomes available to add as a milestone within an Entitlement Process. This separation lets the same milestone be reused across multiple processes.

Answer

On the Service Contract object management page.

Answer

Under Case Settings in the Service Setup assistant.

Answer

Directly inside the Entitlement Process creation wizard.

Question 10

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

Accepted Answer

Automatically via Entitlement auto-apply rules or settings based on Account matching.. Option A is correct because Salesforce Service Cloud supports automatic entitlement association through entitlement auto-apply rules (configured on the Entitlement settings) that match the Case's Account to an Entitlement, so the entitlement is applied without user action. Option E is correct because a user can manually associate an Entitlement by selecting it in the Entitlement Name lookup field on the Case record, which directly links the Entitlement to that Case. Option B is incorrect because macros are used to automate repetitive text/actions on records and feeds, not to establish the Entitlement-to-Case relationship. Option C is incorrect because Lead conversion mapping rules map Lead fields to Account, Contact, and Opportunity fields during conversion, not Entitlements to Cases. Option D is incorrect because Campaign influence reports analyze how campaigns influence opportunities, and have no role in associating Entitlements with Cases.

Answer

By assigning a macro to the Case feed.

Answer

Through Lead conversion mapping rules.

Answer

Via Campaign influence reports.

Question 11

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

Accepted Answer

Send an email alert to designated users or queues. Option A is correct because milestone warning and violation actions in Salesforce Entitlement Management include sending email alerts to specified users, queues, or roles when a milestone's warning or violation time is reached. Option E is correct because the other standard milestone action is performing a field update on the Case record, which can change a field value (for example, escalating priority or setting a status) when the milestone hits its warning or violation threshold. These two actions—email alert and field update—are the only action types configurable on a milestone. Options B, C, and D are incorrect because closing a Salesforce org, deleting the parent Account record, and downgrading a user's license are not milestone actions and are not available as milestone triggers in Salesforce.

Answer

Automatically close the Salesforce org

Answer

Delete the parent Account record

Answer

Downgrade the user's license

Question 12

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?

Accepted Answer

Service Contract Line Items. Service Contract Line Items allow a single service contract to cover multiple products with distinct terms, quantities, and pricing for each product line. This enables bundling multiple service products under one agreement while maintaining separate terms per product, which is exactly what Universal Containers requires.

Answer

Entitlement Templates

Answer

Milestone Processes

Answer

Entitlement Process Rules

Question 13

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

Accepted Answer

Entitlement Processes to define SLA steps. Option B is correct because Entitlement Management natively provides Entitlement Processes, which define the ordered sequence of SLA steps (milestones) that apply to a case based on its entitlement. Option C is correct because Service Contracts and contract line items are native objects in Entitlement Management used to track a customer's purchased support coverage and the specific products or services covered. Option E is correct because Milestones are the native mechanism that tracks SLA progress using timers, and they generate warnings and violations when target intervals are breached. Option A is incorrect because native multi-tenant ERP synchronization for spare parts inventory is not a Service Cloud Entitlement Management feature; such integration would require external middleware or APIs. Option D is incorrect because automatic outbound invoice generation for billing is a Billing/Revenue Cloud capability, not part of Entitlement Management.

Answer

Native multi-tenant ERP synchronization for spare parts inventory

Answer

Automatic generation of outbound invoices for billing

Question 14

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.

Accepted Answer

Milestones automatically resume when the case no longer meets the pause criteria.. Option A is correct because in Salesforce Entitlement Milestones, once the pause criteria are no longer met, the milestone automatically resumes counting elapsed time without manual intervention. Option C is correct because pause criteria are defined through the Milestone configuration and can reference both standard and custom case fields via the criteria builder. Option E is correct because case status is a standard field commonly used as a pause criterion, allowing milestones to pause when a case enters specific status values such as 'Waiting on Customer.' Option B is incorrect because pausing a milestone preserves the elapsed time already accumulated rather than deleting it. Option D is incorrect because pause criteria are configured declaratively through the Milestone setup UI, not exclusively through Apex triggers.

Answer

Milestones permanently delete elapsed time when paused.

Answer

Pause criteria can only be evaluated using Apex triggers.

Question 15

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

Accepted Answer

The case creation date must fall within the Entitlement's Start Date and End Date range.. Option D is correct because an entitlement is only applied when the case's creation date falls within the entitlement's defined Start Date and End Date range; entitlements outside that validity window are not active and cannot be applied. Option E is correct because entitlement application requires the case to be linked to an Account or Contact that holds an active entitlement, which is the record the system uses to match and apply the entitlement. Option A is incorrect because case priority (such as High) has no bearing on entitlement matching or application. Option B is incorrect because the 'Manage Entitlement Processes' permission governs configuring entitlement processes, not the runtime application of an entitlement to a case. Option C is incorrect because queue assignment and public group membership affect case ownership and visibility, not entitlement eligibility.

Answer

The case priority must be set to High.

Answer

The user must have the 'Manage Entitlement Processes' permission.

Answer

The case must be assigned to a queue with a public group membership.