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To ensure compliance with a service-level agreement (SLA) that mandates agent ownership and response within 2 hours of case creation, Universal Containers should implementEntitlements and Milestones.​

Entitlementsrepresent the specific support terms agreed upon with customers. They define what kind of support a customer is entitled to and under what conditions.​

Milestonesare time-dependent steps within an entitlement process that represent service levels to be provided. For instance, a milestone can be set to ensure that an agent responds to a case within 2 hours.​

By configuring entitlements and associated milestones, UC can:​

Monitor SLA Compliance:Automatically track whether cases meet the defined response times.​

Automate Actions:Trigger alerts or escalate cases when milestones are at risk of being violated.​

Report on Performance:Generate reports to analyze SLA adherence and identify areas for improvement.​

This setup ensures that UC meets its SLA commitments by providing timely responses to customer cases.​

Salesforce's OpenCTI (Computer Telephony Integration) framework offers the advantage of allowing agents to use telephony across various browsers and operating systems without the need for multiple developments. This cross-platform compatibility ensures a consistent user experience and simplifies telephony integration within Salesforce, enhancing efficiency and accessibility for service agents.

A Full Copy Sandbox is a complete replica of a production environment, containing both metadata and all data records. It is the most appropriate environment for conducting extended User Acceptance Testing (UAT), especially when real-world data and scenarios need to be validated over an extended period like 60 days.

This sandbox type supports thorough testing of configurations, integrations, and customizations under conditions that mirror live operations. Business users benefit from working with a familiar data set, reducing surprises during go-live. It is superior to Developer or Partial Copy Sandboxes for full-system validation.

Salesforce Knowledge uses data categories to organize articles, making it easier to manage and access relevant content. By creating a single data category group for each division and controlling access through the role hierarchy, each division will only see articles categorizedunder their specific group. This setup ensures compliance with the requirement that divisions access only their own articles, leveraging Salesforce's robust security and access control features.