Q: 1
[Case Management]
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the
agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the
future?
Options
Discussion
Option C makes sense to me. In a mock exam I had, the entitlements were linked at the Account level, so showing that related list helped agents quickly tell if support was available. Maybe depends on org setup, but I'd pick C here. Agree?
Can't believe Salesforce still makes you check so many places. I'd go with A here, because if you just add the Case's Entitlement list, agents should see what they're working with right on the case. I think that's enough for most setups unless entitlements are always contact-based. Anyone disagree?
I don’t think it’s A. Agents need to verify entitlements tied to the Contact to really prevent this. Option A only helps if the entitlement is directly attached to the Case, which isn't typical. B covers more ground for eligibility-most orgs assign entitlements at the Contact level so agents see it right away. Could be org-specific but B fits standard setups best.
I would try A since the Entitlement related list on the Case itself should show whatever entitlement is linked to this case. Feels like it gives agents what they need at a glance, but maybe it’s not enough if entitlements are managed on Contacts or Accounts. Not totally sure here, anyone see a flaw?
B not A. Entitlement is checked at the Contact level, Case list alone can miss eligibility.
Option B makes sense since the customer entitlement is tied to the Contact, not the specific Case. That way agents see eligibility before working the case. Pretty sure that’s best practice but open to better logic.
B saw a similar question in an exam dump. Most orgs track entitlements by Contact so this covers it.
Makes sense to show entitlements at the Contact level, so B. Most orgs map entitlement directly to the Contact anyway, lets agents see actual eligibility. Pretty sure that's Salesforce best practice, but open if anyone has other experience.
I still think A is fine for this. Just adding the Entitlement related list to the Case page should let agents check it before taking action.
B or C? I keep seeing different setups in projects, some tie entitlements to the Contact, others to the Account. Not totally confident B's always right unless standard config is assumed. Anyone else run into orgs using Account level only?
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