Salesforce Field Service Lightning Consultant (legacy) — Question 1

Universal Containers wants to measure their adherence to specific SLAs for all Work Orders.
In which order should a Consultant implement the setup to achieve this requirement?

Answer options

• A. Set Up Milestones, Create Entitlement records, Set Up Entitlement Process for Work Orders.
• B. Set Up Entitlement Process for Work Orders, Set Up Milestones, Create Entitlement records.
• C. Create Entitlement records, Set Up Entitlement Process for Wok Orders, Set Up Milestones.
• D. Set Up Milestones, Set Up Entitlement Process for Wok Orders, Create Entitlement records.

Correct answer: B

Explanation

Option B is correct because establishing the Entitlement Process for Work Orders is essential first to ensure that the SLAs are defined before setting up Milestones and creating Entitlement records. The other options misplace the sequence, which would lead to incomplete SLA tracking configuration.