Which Service Cloud feature should the Consultant recommend to address this requirement?

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.

Which Service Cloud feature should the Consultant recommend to address this requirement?
A . Salesforce Console
B . Entitlements and Milestones
C . Case Escalation
D . Case Assignment

View Answer

Answer: B

Explanation:

Entitlements and milestones are Service Cloud features that help you track and ensure service level agreements (SLAs) on customer cases. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Milestones define the critical steps in your support process, such as first response time or resolution time, and track whether they are completed on time. You can use entitlement processes to automate actions when milestones are approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values.

Verified Reference:

Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones