Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed-upon response times via the portal.
Milestones in Entitlement Management represent specific time-based service level commitments such as First Response Time or Resolution Time. They can be displayed to customers via Experience Cloud, allowing transparency into the organization’s SLA commitments.
By configuring entitlements and associating milestones with customer cases, UC can expose these time-based service goals directly in the portal.
Option A (Maintenance Plans) relates to asset management, not SLA tracking.
Option C (Service Contracts) represent agreements but don’t provide time-bound milestone visibility.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide – Case Management Domain.
Salesforce Help: “Set Up Milestones and Entitlements in Experience Cloud.”
Salesforce Winter ’23 Release Notes – Entitlement and Milestone Enhancements.
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