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Difficulty: MediumEntitlements and Service Level Agreements

A support team requires automated notifications to alert tier-2 managers 15 minutes before a case resolution target is breached, as well as an automated field update on the case if the resolution target is missed completely. Which TWO Milestone Action types should a Salesforce Administrator configure within the Entitlement Process? (Choose 2 answers)

  1. Warning ActionsAnswer
  2. Violation ActionsAnswer
  3. C
    Case Escalation Rules
  4. D
    Auto-Response Rules

Answer

The correct milestone action types to configure within an Entitlement Process are Warning Actions (for automated tasks prior to breach) and Violation Actions (for automated tasks after breach).
In Salesforce Entitlement Management, milestones inside an Entitlement Process support three specific action types: Success Actions, Warning Actions, and Violation Actions. Warning Actions trigger automated workflow steps before a milestone expires, while Violation Actions trigger when the milestone deadline is missed.

Step-by-Step Solution

1
Analyze the requirement for alerting managers before the SLA target expires.
Actions triggered prior to milestone expiration belong to the Warning Actions category.
Warning Actions accept time triggers relative to the milestone target time (e.g., 15 minutes before).
2
Analyze the requirement for updating the case field upon SLA breach.
Actions triggered when the target time is missed belong to the Violation Actions category.
Violation Actions fire automatically when the elapsed time exceeds the milestone limit without completion.
3
Review non-milestone distractor options.
Case Escalation Rules and Auto-Response Rules are independent case automation tools.
Within an Entitlement Process milestone, the available action categories are limited to Success Actions, Warning Actions, and Violation Actions.

Key Concept

Milestone Action Categories in Salesforce Entitlement Processes
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Topics

Entitlements and Service Level Agreements

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