Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
A . Configure Case Escalation Rules.
B . Define Entitlement and Milestones.
C . Use Process Builder with Scheduled Actions
D . Enable Omni-Channel Routing.
Answer: B
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