Salesforce Certified Service Cloud Consultant — Question 77

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the Service Level Agreements.
Which feature should the consultant consider?

Answer options

• A. Case Milestones
• B. Entitlements
• C. Omni-Channel
• D. Case Escalation

Correct answer: B

Explanation

The correct answer is B, Entitlements, as it defines the level of support and resources a customer is entitled to, ensuring that agents comply with Service Level Agreements. Case Milestones (A) track progress but do not dictate support levels, Omni-Channel (C) relates to managing customer interactions across channels, and Case Escalation (D) is about increasing priority rather than defining support levels.