Which two steps should be completed to meet this request?

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers
A . Enable Work Orders.
B . Create an Entitlement Process.
C . Set up Milestones.
D . Configure Service Contracts.

View Answer

Answer: B, C

Explanation:

Creating an entitlement process and setting up milestones are steps that should be completed to hold service reps accountable to customer Service Level Agreements (SLAs). An entitlement process defines the timeline and steps required to deliver support to customers based on their entitlements. A milestone is a critical step in the support process that has a target date and time by which it must be completed. For example, a milestone could be responding to a customer within 24 hours or resolving a case within 5 days. By creating an entitlement process and setting up milestones, service reps can track their progress and ensure they meet the SLAs for each case.

Verified Reference:

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