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What should be configured to meet this requirement? UC wants to ensure the contracted service level requirements for its clients are being met.



A. Entitlement processes, contracts, contract line items, and entitlements
B. Entitlement processes, contracts, milestones, and milestone actions
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, milestone, milestone actions, and entitlements

This question is part of Service Cloud
Asked by Catherine halcombe, Last updated: Jul 07, 2020

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John F. connor

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John F. connor, Content Marketing executive, MA, Minsk,Poland

Answered Feb 07, 2019

The correct answer to the question is option B.

To ensure that the contract service level requirements for a client are being met, entitlement process, contracts, milestone and milestone actions should be configured. Entitlement processes are timelines that includes all steps that a support team must complete to resolve cases or work orders.

Milestone actions are timeline dependent workflow actions that occur at every step in an entitlement process. Milestone represents required time - dependent steps in support process. They are added to entitlement process to ensure that agents resolve support records correctly and on time. Contract is a written document between two parties, establishing contract in Salesforce, gives the opportunity to document and track contracts through approval process.

Entitlements are units of customer support in Salesforce, such as phone support or web support. They are used to represent terms in service agreements. Contract line items are specific products covered by a service contract not by a general contract. It can only be used if a Salesforce organization uses products. These two are not necessary to ensure contract level requirements are met.

 

John Smith

John Smith

Answered Jan 04, 2017

Entitlement processes, contracts, milestones, and milestone actions
 

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