Universal Containers provides tiered customer support based on Service Level Agreements (SLAs). The support team reports that when new cases are submitted for customers with active entitlement records, the required SLA countdown timers (Milestones) are not automatically attaching to the cases. Which two configuration steps must the Salesforce Administrator take to ensure Milestones automatically populate on newly created cases? (Choose 2 answers)
- Populate the Entitlement lookup field on the Case record upon case creation via automation or manual selection.Cevap
- Associate an active Entitlement Process with the corresponding Entitlement record.Cevap
- CConfigure a Case Escalation Rule to assign the Milestone when case criteria are met.
- DAdd the Milestones related list directly to the Account page layout so cases inherit SLA records.
Cevap
The administrator must ensure the Entitlement lookup field on the Case record is populated upon creation and verify that an active Entitlement Process is assigned to the Entitlement record.
For Milestones to apply to a case, two key prerequisites must be met: the Entitlement record must have an active Entitlement Process assigned to it, and the Case record itself must have its Entitlement lookup field populated (either manually, via lookup filters, case creation defaults, or automation like Flow/Entitlement assignment rules).
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Anahtar Kavram
Entitlement Management setup requires an active Entitlement Process assigned to an Entitlement record, and the Case record must have its Entitlement field populated for Milestones to trigger.