Service Cloud (Standard Object)

Question 1

What are Service Contracts in Salesforce?

Answer 1

Service Contracts are used to represent and agreement between you and your customers (e.g. SLA).

Question 2

What are Entitlements in Salesforce?

Answer 2

Entitlements are used to determine eligibility for support based on the customer’s specific assets, accounts or service contracts.

Question 3

What are Entitlement Templates in Salesforce?

Answer 3

Entitlement Templates are used to define the terms of support (e.g. Email Only Service vs Email and Phone Service).

Question 4

What are Milestones in Salesforce?

Answer 4

Milestones are defined steps that support reps must complete as they respond to the case (returning a customer call or sending an email).

Question 5

What is the Entitlement Process in Salesforce?

Answer 5

Entitlement Processes are used to set a timeline for completion of different milestones (e.g. first response is required within 48 hours of case submission).

Question 6

What are Knowledge Articles in Salesforce?

Answer 6

Knowledge Articles are a method to capture responses to commonly requested information (e.g. hear are the steps to remove paper from the printer when jammed). Knowledge is similar in function to Solutions but is more feature rich and better integrated with Service Cloud.