Salesforce Certified Service Cloud Consultant — Question 26

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.

What is the recommended method to meet the requirements?

Answer options

• A. Cross-Object Formula
• B. Approval Process
• C. Lookup Filter
• D. Auto-Add Milestones

Correct answer: C

Explanation

The appropriate solution to this problem is to implement a Lookup Filter, which will help ensure that only relevant Entitlements are displayed based on the associated Account, reducing the chance of incorrect selection. The other options, such as Cross-Object Formula and Auto-Add Milestones, do not address the issue of filtering Entitlements based on their association with the Account, and an Approval Process is not relevant in this context.