PLAT-ADMN-201 · Question #93
PLAT-ADMN-201 Question #93: Real Exam Question with Answer & Explanation
The correct answer is D: Milestones with Business Hours. Milestones (within Entitlement Management and Service Cloud) are time-based steps in a support process - for example, 'First Response' or 'Resolution Time.' Each milestone tracks how long a case has been in a given stage or with a given team, and Business Hours can be applied so
Question
Leadership at Cloud Kicks wants to go beyond knowing how long a case has been open for, to knowing how long a case has sat with different teams. Which tool gives a Platform Administrator the ability to track the time a case sits and provide relevant reporting?
Options
- AEscalation Rules with Business Hours
- BRecord-Triggered Flows with Business Hours
- CCase Assignment Rules with Business Hours
- DMilestones with Business Hours
Explanation
Milestones (within Entitlement Management and Service Cloud) are time-based steps in a support process - for example, 'First Response' or 'Resolution Time.' Each milestone tracks how long a case has been in a given stage or with a given team, and Business Hours can be applied so only business hours count against SLA timers. Milestones also feed into reports and dashboards, providing visibility into team-level SLA performance. Escalation rules (A) only escalate after a threshold; they don't track time per team. Case Assignment Rules (C) route cases but don't track time. Flows (B) can automate actions but lack the built-in SLA tracking and reporting that Milestones provide.
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