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How can milestones be used to accomplish this goal?
Universal Containers is implementing an entitlement process in its contact center to gain better visibility into how well the company is delivering on customer service level agreements (SLAs).



A. To represent metrics such as first-response and resolution time on cases.
B. To monitor the case escalation rule queue to confirm service levels are met
C. To identify the customer contact associated with a particular stage of a service contract
D. To display whether a case response complies with a customer service level agreement

This question is part of Service Cloud
Asked by Catherine halcombe, Last updated: May 26, 2020

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John Smith

John Smith

Answered Dec 18, 2016

To represent metrics such as first-response and resolution time on cases.
To display whether a case response complies with a customer service level agreement
 

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