A company offers warranty support agreements linked to specific customer hardware assets. The support team must track resolution time limits using Milestones, ensuring countdowns pause during non-working hours specified in customer contracts. Which TWO configurations are required to meet this requirement? Choose 2 answers.
- Assign specific Business Hours to the Entitlement or Milestone criteria to control the countdown timer calculation.Cevap
- Associate the Entitlement record with the customer's Account and Asset, and assign an active Entitlement Process to it.Cevap
- CConfigure Case Escalation Rules to dynamically recalculate and assign milestone target completion times when cases update.
- DCreate a record-triggered Flow that queries and updates milestone target dates by iterating through entitlement line items in a loop.
Cevap
Assign specific Business Hours to the Entitlement or Milestone criteria, and associate the Entitlement record with the customer's Account and Asset with an active Entitlement Process.
Assigning Business Hours to the Entitlement or Milestone ensures that target completion times pause outside of defined operating hours. Additionally, associating an active Entitlement Process with an Entitlement record linked to the customer's Account and Asset ensures that cases logged against that asset automatically apply the correct SLA milestones.
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Entitlement Management, Business Hours, and Milestone tracking in Salesforce Service Cloud