Salesforce Certified Advanced Administrator — Question 135

Universal Containers wants to implement a new entitlement process for premier support accounts. This support includes phone contact with the customer every
24 hours from the time the case is created for as long as it remains open.
How should an administrator configure this requirement?

Answer options

Correct answer: B

Explanation

The correct answer is B, as building a sequential milestone allows for the tracking of time-bound activities such as contacting the customer every 24 hours. Option A, enabling a milestone tracker, is not specific enough to meet the requirement. Option C, configuring an escalation rule, is more about managing overdue cases rather than regular contact, and option D, creating an independent milestone, does not align with the need for regular interaction.