Question

"Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages. Which Service Cloud feature should the Consultant recommend to address this requirement?"

Answer 1

Answer:

The answer is "Entitlements and Milestones ".

Explanation:

Entitlements are customer service systems inside SharePoint, like "contact help" or "web support." Usually, this is being used to reflect terms in service contracts. and Milestones are required time-dependent measures within that support process, including initial response times or event resolution times.  

• It is the SharePoint, that claims were customer support systems provide help service agents decide if a consumer is eligible for assistance, set up entitlements in the Salesforce org.  
• In the Industry, the achievement tracks its success as you develop and put your strategy into action.