Salesforce Certified Advanced Administrator — Question 121

Ursa Major Solar (UMS) receives hundreds of cases every week from both consumers and retail partners. UMS wants to ensure it’s meeting all service-level agreements to maintain high levels of customer satisfaction.

What should the administrator do to help meet this goal?

Answer options

• A. Configure the Milestones object on Service Contracts to sequential milestones for common case issues.
• B. Set up and configure Entitlement Process to design timelines and track issue resolution.
• C. Expose the Service Contracts object in the Service Console for an agent to view when working a case.
• D. Design a Net Promoter Score survey using Surveys that is automatically sent when a case is closed.

Correct answer: B

Explanation

The correct answer is B because setting up an Entitlement Process allows UMS to define timelines and track the resolution of issues effectively, which is crucial for meeting service-level agreements. The other options do not specifically address the need for tracking and managing issue resolution timelines, with A focusing on common case issues, C on visibility, and D on customer feedback after case closure.