Service-Con-201 Entitlement Management Practice Question
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?
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
✓
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.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Business hours are not assigned to the User profile.
Why it's wrong here
Incorrect. Business hours are assigned to the entitlement process or account/case, not directly defaulted strictly via user profiles for milestone generation.
- ✗
The Entitlement is associated with a Service Contract instead of an Account.
Why it's wrong here
Incorrect. Entitlements can be associated with either accounts or service contracts.
- ✗
The Entitlement Template has not been applied to the Contact record.
Why it's wrong here
Incorrect. Templates are only used during initial creation; active entitlements already exist on the account.
- ✓
The Milestone's criteria are not met by the newly created case's field values.
Why this is correct
Correct. If criteria do not match, the milestone is skipped for that case.
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.