Salesforce Certified Service Cloud Consultant — Question 59

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specified amount of time.
What approach should a consultant recommend to meet these requirements?

Answer options

• A. Use Process Builder with Scheduled Actions.
• B. Enable Omni-Channel Routing.
• C. Configure Case Escalation Rules.
• D. Define Entitlements and Milestones.

Correct answer: D

Explanation

The correct answer is D because Entitlements and Milestones are specifically designed to ensure that cases are handled within set time limits and follow defined processes. Options A and C do not inherently enforce time constraints on the case handling process, while B is focused on routing cases rather than managing their lifecycle.