Service-Con-201 Entitlement Management Practice Question
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?
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
✓
Define Pause criteria in the Entitlement Process where Case Status equals 'Waiting on Customer'.
Milestone recurrence and pausing are governed by 'Milestone Recurrence' and status-based pause criteria configured within the Entitlement Process settings.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Configure Case Business Hours to exclude times when the status is 'Waiting on Customer'.
Why it's wrong here
Incorrect. Business hours define operating hours, not case status-based pauses.
- ✓
Define Pause criteria in the Entitlement Process where Case Status equals 'Waiting on Customer'.
Why this is correct
Correct. Entitlement Processes allow administrators to configure specific pause criteria based on field values like Case Status.
- ✗
Create a Process Builder that pauses the Case Milestone record when status changes.
Why it's wrong here
Incorrect. Milestone pause criteria must be configured natively within the Entitlement Process, not via Process Builder.
- ✗
Enable Milestone Recurrence to reset the timer whenever the status changes.
Why it's wrong here
Incorrect. Recurrence restarts the milestone, rather than pausing the existing elapsed time.
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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.