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Exam Certified Service Cloud Consultant topic 1 question 46 discussion

Actual exam question from Salesforce's Certified Service Cloud Consultant
Question #: 46
Topic #: 1
[All Certified Service Cloud Consultant Questions]

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the Service Level Agreements.
Which feature should the consultant consider?

  • A. Case Milestones
  • B. Entitlements
  • C. Omni-Channel
  • D. Case Escalation
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Suggested Answer: B 🗳️
by gomatetu at April 4, 2025, 9:06 p.m.

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patak_101
3 days, 18 hours ago
Selected Answer: B
Entitlement Management is a Salesforce Service Cloud feature that allows you to: Define Entitlements (e.g., Bronze, Silver, Gold support levels) Track SLA timelines using Milestones (e.g., First Response Time, Resolution Time) Automatically apply these rules to Cases Escalate or notify when SLAs are at risk
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