Exam Service-Cloud-Consultant Topic 1 Question 69 Discussion

Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 69
Topic #: 1
Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation?
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Milestones and Escalation Rules are two features that need to be configured as part of the entitlement process implementation. Milestones are time-dependent steps that represent required service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert or reassigning the case. Verified References: : Milestones : : Escalation Rules

by Jennifer at Jan 21, 2025, 11:19 PM

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