Service-Con-201 Entitlement Management Practice Question
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.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Milestones automatically resume when the case no longer meets the pause criteria.
Pause criteria rely on field values, can be evaluated on status or custom conditions, and automatically resume when criteria are no longer met.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Milestones automatically resume when the case no longer meets the pause criteria.
Why this is correct
Correct. When criteria fail (e.g. status changes from waiting), the timer resumes.
- ✗
Milestones permanently delete elapsed time when paused.
Why it's wrong here
Incorrect. Pausing halts the timer; it does not delete accumulated time.
- ✓
Pause criteria can evaluate standard and custom case fields.
Why this is correct
Correct. Administrators can use custom fields in pause criteria formulas.
- ✗
Pause criteria can only be evaluated using Apex triggers.
Why it's wrong here
Incorrect. Pause criteria are configured declaratively in the Entitlement Process.
- ✓
Milestones can be configured to pause based on specific case status values.
Why this is correct
Correct. Status is commonly used to pause timers while waiting on customers or third parties.
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official Salesforce exam blueprint
This Service-Con-201 practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the Service-Con-201 exam.