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Difficulty: EasyEntitlements and Service Level Agreements

A customer support manager wants to automate notifications when high-priority cases are at risk of missing their Service Level Agreement (SLA) target time, as well as when an SLA target is officially breached. Which two Milestone Action types should a Salesforce Administrator configure within an Entitlement Process to meet these requirements? (Choose 2 answers)

  1. Warning ActionsAnswer
  2. Violation ActionsAnswer
  3. C
    Case Escalation Rules
  4. D
    Knowledge Data Categories

Answer

Warning Actions and Violation Actions
Warning Actions fire before a milestone target time passes to provide early alerts, while Violation Actions fire immediately after a milestone target time is breached. Together, they allow administrators to automate proactive and reactive workflows for SLAs within an Entitlement Process.

Step-by-Step Solution

1
Analyze the requirement for alerting support reps before an SLA target is missed.
Identify Warning Actions as the milestone mechanism designed to trigger time-based alerts prior to deadline expiration.
Warning Actions enable proactive case resolution by notifying agents before non-compliance occurs.
2
Analyze the requirement for automating actions when an SLA target is missed.
Identify Violation Actions as the milestone mechanism designed to execute once a milestone target time is breached.
Violation Actions ensure escalation or tracking actions fire immediately when SLA commitments are not met.

Key Concept

Milestone Action Types in Entitlement Management
Estimated Time:1m 0s
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Topics

Entitlements and Service Level Agreements

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