Q: 8
[Industry Knowledge] Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly. Which feature should a consultant recommend to address this requirement?
Options
Discussion
Probably B here. Entitlements and Milestones are built for tracking service level progress and can trigger alerts if milestones aren't met. Official guide and practice exams touch on this use case, pretty sure that's what they want.
Does the VP want to automate alerts or just monitor status manually? If manual, A could work instead of B.
B only Entitlements and Milestones can track service levels and trigger alerts when milestones aren’t met. C doesn’t handle the alerting.
Nah, I think B for sure. Entitlements and Milestones are built for SLA tracking and auto alerts if something isn't progressing on time. Option A (reports) won't send real-time alerts, that's the trap here. If anyone thinks C fits, curious to hear why, but pretty sure B is the certified way.
I don’t think it’s A. C, since Service Contracts show agreements but don’t actually track milestones or alert management about case progress.
Its B, because only Entitlements and Milestones can actually send real SLA alerts, not just flagging in reports.
Probably B, saw a similar question in my practice and Entitlements with Milestones is the only one that handles alerting for SLAs.
Option A, since reports can flag cases that are stuck, but alerts might be tricky here.
B tbh. Entitlements and Milestones are the only feature here that actually trigger alerts before SLA stages are missed, not just report after. If "alert" wasn't mentioned, A could work, but this flips it.
Definitely B for this one.
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