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Difficulty: MediumEntitlements and Service Level Agreements

Northern Trail Outfitters provides SLA-driven customer support with defined resolution target times using Milestones. Support management notices that when support agents change a Case status to 'Waiting on Customer', the milestone target countdown continues to elapse, resulting in false SLA breaches while waiting for customer feedback. What feature should the Salesforce Administrator configure to pause the milestone target timer when a case enters this status?

  1. Enable Stopped Time on the Entitlement Process and designate 'Waiting on Customer' as a Stopped status on the Case object.Answer
  2. B
    Create Case Escalation Rules to automatically re-assign cases in 'Waiting on Customer' status to a holding queue.
  3. C
    Configure an After-Save Record-Triggered Flow to update the milestone target date whenever the Case status changes.
  4. D
    Assign support agents a custom profile with temporary read-only permissions whenever a case is waiting on customer feedback.

Answer

Enable Stopped Time on the Entitlement Process and designate 'Waiting on Customer' as a Stopped status on the Case object.
Salesforce Entitlement Management includes a 'Stopped Time' feature. When enabled on an Entitlement Process, administrators can flag specific Case status values (like 'Waiting on Customer') as 'Stopped'. When a case enters that status, the countdown clock on active milestones pauses until the case exits the stopped status.

Step-by-Step Solution

1
Identify the standard Service Cloud feature for pausing milestone SLA clocks.
Determine that 'Stopped Time' functionality natively supports pausing milestone countdowns based on Case status.
Standard Entitlement Processes include a built-in mechanism to stop the SLA clock without altering case data manually.
2
Configure the Case object status settings and Entitlement Process.
Mark the 'Stopped' checkbox on the Case Status picklist value and check 'Enable Stopped Time' in the Entitlement Process settings.
This links the specific status to the entitlement process execution so the milestone timer automatically pauses when the status is applied.

Key Concept

Entitlement Process Stopped Time Configuration
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Topics

Entitlements and Service Level Agreements

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