Salesforce Service-Cloud-Consultant Based on Real Exam Environment

In Salesforce Entitlement Management, Milestones represent specific time-based targets (for example, First Response or Resolution Time) that help support teams meet SLAs. Milestones are directly tied to Cases, as cases represent the individual service requests against which SLAs are tracked.

The Service Cloud Consultant Study Guide – Case Management Domain and Salesforce documentation specify that Milestones must be added to the Case object through an entitlement process. This process evaluates entitlement criteria and automatically monitors milestone actions and timers as cases progress.

Asset and Account objects may be related through Entitlement records (for tracking warranty or contract coverage), but milestones are executed and tracked on Cases only.

The Entitlement Process defines the sequence and timing of milestones that apply to cases under a specific entitlement.

Referenced Salesforce Materials:

Salesforce Service Cloud Consultant Exam Guide – Case Management Domain (Milestones and entitlements are configured on the Case object).

Salesforce Help: “Set Up Entitlement Management” (Milestones are added to cases through an entitlement process).

Salesforce Winter ’23 Release Notes – Service Cloud: Entitlement Management Enhancements (Describes improvements to milestone tracking and entitlement automation on Cases).

In Entitlement Management, milestone recurrence defines how recurring service targets are tracked.

Independent Recurrence creates a new, independent milestone schedule after each milestone is completed.

Sequential Recurrence means each milestone must complete before the next begins, but the next milestone is dependent on the completion time of the previous one.

No Recurrence applies when milestones occur only once per entitlement process.

Because CK’s second milestone begins exactly 24 hours after the first one’s start time (not dependent on when the first completes), the appropriate configuration is Independent Recurrence. This ensures that each milestone starts on its predefined timeline, regardless of the completion of the prior milestone.

Referenced Salesforce Materials:

Salesforce Service Cloud Consultant Exam Guide – Case Management Domain (Milestone configuration and recurrence).

Salesforce Help: “Define Milestones and Recurrence Types”.

Salesforce Winter ’23 Release Notes – Service Cloud: Entitlement Enhancements.

To direct cases with the same criteria applied to Messaging for In-App and Web (MIAW), utilizing Omni-Channel Routing is recommended. This feature enables the distribution of cases based on predefined criteria, ensuring that cases are routed to the appropriate agents or queues for efficient resolution, mirroring the strategy used for MIAW.

To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.