Salesforce Certified Field Service Consultant — Question 23

Universal Containers wants to implement Service Level Agreements (SLA) for Work Orders.

Which three considerations should the Consultant take into account? (Choose three.)

Answer options

• A. Milestones for Work Orders can be set up from the metadata API.
• B. Milestones for Work Orders can be configured in Setup.
• C. A single Milestone can be added to both Case and Work Order Entitlement Processes.
• D. An Entitlement Process must be applied to both Cases and Work Orders.
• E. A new Entitlement Process requires selecting a single Entitlement Process Type.

Correct answer: B, C, E

Explanation

The correct answer includes B, C, and E because these points accurately reflect the configuration capabilities for SLAs in Salesforce. A is incorrect because while metadata API can interact with Work Orders, it's not the primary setup method. D is also wrong since an Entitlement Process does not need to be applied to both Cases and Work Orders; they can be managed separately.