Exam Certified Service Cloud Consultant topic 1 question 3 discussion

Define Entitlements and Milestones: This is the ideal solution in Salesforce for this scenario. Entitlements: Represent the service agreements or contracts with customers, defining the type and level of support they are entitled to. Milestones: Are time-dependent steps in a support process that must be completed to meet service level agreements (SLAs). You can define multiple milestones within an Entitlement Process, each with its own target time and automated actions (e.g., sending email alerts, updating fields, escalating the case) when the milestone is approaching or breached. This directly addresses both requirements: defining steps and enforcing time limits for each.