Service-Con-201 Service Cloud Solution Design Practice Question
An organization is designing an SLA and Entitlement Management solution in Service Cloud. Which THREE components must be configured to successfully track and enforce milestone compliance? (Choose three.)
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 representing required service steps (e.g., First Response Time)
Entitlement processes, business hours, and milestones are the core components of SLA management.
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 representing required service steps (e.g., First Response Time)
Why this is correct
Milestones are the specific time-based targets that must be met.
- ✓
Business Hours defining working times and holiday calendars
Why this is correct
Business hours dictate when milestone clocks tick and pause.
- ✗
Chatter feed tracking for custom object field history
Why it's wrong here
Chatter tracking audits field modifications, it does not calculate SLA milestones.
- ✗
Global picklist dependency matrices for case origin
Why it's wrong here
Dependent picklists categorize cases, they do not manage SLA milestone compliance.
- ✓
Entitlement Processes defining the lifecycle milestones and time triggers
Why this is correct
Entitlement processes define the rules and milestones for SLA tracking.
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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
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