You configure an organization to use entitlements. No customization has been applied.You need to associate an entitlement with a case record.Which option is displayed in the entitlement lookup field on the case record?
You create a service level agreement (SLA) that will fail after seven days. You select a service calendar that uses 24-hour work days and no holidays. Saturday and Sunday are configured to be non-working days.If no action is taken, how many calendar days can pass before the SLA fails?
You create and activate an entitlement for a customer. The entitlement is set to decrease allotment on case creation. The customer opens a case and you observe that the issue is caused by a bug on the software. You need to ensure the customer allotment is not affected by this case.What should you do?
You create a queue and assign it to a team. Which type of queue is created?
You pick a case from a queue.You determine that you cannot resolve the case, and plan to release the case back to the queue.What effect does releasing the case to the queue have on record ownership?
