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Difficulty: EasyEntitlements and Service Level Agreements

A support manager wants to verify what level of support a customer is eligible to receive when they log a new case, such as phone support or 24/7 web coverage based on their contract. Which Salesforce Service Cloud feature should an administrator configure to represent a customer's specific support eligibility?

  1. EntitlementsAnswer
  2. B
    Case Escalation Rules
  3. C
    Knowledge Data Categories
  4. D
    Shared Activities

Answer

Entitlements
Configuring Entitlements allows support agents to view and verify the explicit type and level of customer support services a customer is entitled to receive based on their active service contract.

Step-by-Step Solution

1
Identify the business requirement
The goal is to determine and track customer support service eligibility (such as phone or web coverage) when a customer opens a support case.
Different customers may purchase varying levels of support coverage under their service agreements.
2
Evaluate Salesforce Service Cloud capabilities
Entitlements represent units of customer support that define the support terms and eligibility for accounts, contacts, or assets.
Entitlements enable support representatives to verify whether a customer is entitled to specific support services.

Key Concept

Entitlements in Salesforce Service Cloud define and track customer support eligibility terms.
Estimated Time:45s
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Topics

Entitlements and Service Level Agreements

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