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Exam Service-Cloud-Consultant Topic 4 Question 77 Discussion

Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 77
Topic #: 4
Ursa Major Solar's support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs).
Which feature should the consultant configure as part of the implementation?

Suggested Answer: A Vote an answer

Milestones are key components of Entitlement Management in Service Cloud that define SLA-based time targets (e.g., First Response or Resolution Time) on cases. Milestones track whether SLAs are met and can trigger alerts or actions when time thresholds are reached.
Option B (Escalation Rule) routes cases based on conditions but doesn't enforce SLA timing.
Option C (Scheduled Flow Action) can automate reminders but isn't designed for SLA tracking.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Case Management Domain.
* Salesforce Help: "Set Up Milestones and Entitlements to Enforce SLAs."
* Salesforce Winter '23 Release Notes - Entitlement Management Enhancements.

by Benson at Jun 29, 2026, 03:06 AM

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