Entitlement Management

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?

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

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?

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?

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?

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

An administrator has configured a milestone with recurrence enabled so that it repeats every time the case status moves back to 'New'. What happens to the previous milestone instance when the recurrence triggers?

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

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

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

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.

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?

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?

Which TWO considerations should a consultant keep in mind when modifying an active Entitlement Process? Choose 2 answers.

Universal Containers requires that service contracts track both time-based entitlements and usage-based limits. Which THREE components must be configured to achieve this? Choose 3 answers.

Universal Containers wants to ensure that an entitlement is automatically selected on a case if the customer has only one active entitlement. How can this behavior be achieved?

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?

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

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?

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

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

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?

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

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?