Salesforce Field Service Lightning Consultant (legacy) — Question 7

Universal Containers would like to enforce a 48-hour SLA to ensure that Technicians perform certain follow-up activities after they leave a customer site.
The starting point of the SLA is when the Work Order Status is set to "Technician Wrap Up. " The Technician is required to provide confirmation that wrap up is completed.
Which three configurations should a Consultant implement to ensure this can be achieved? (Choose three.)

Answer options

• A. Create custom fields to capture that the Wrap Up Activities have been completed.
• B. Create a Process to call a Flow that completes the Milestone when the Wrap Up is complete.
• C. Create a Milestone which has entry criteria for Status = Technician Wrap Up.
• D. Create an Entitlement Process which has entry criteria for Status = Technician Wrap Up.
• E. Create a Workflow to close the Milestone when the Wrap Up is complete.

Correct answer: C, D, E

Explanation

Option C is correct because creating a Milestone with the specific entry criteria ensures that the SLA is monitored accurately from the correct status. Option D is also valid as an Entitlement Process can help with SLA management based on the status. Option E is appropriate as well since a Workflow can be used to close the Milestone when wrap-up is confirmed. Options A and B are less relevant as they do not directly enforce the SLA or manage the Milestone based on the required status.