Ursa Major Solar's support department would like to implement a process to ensure customers receive...

Milestones are key components of Entitlement Management in Service Cloud that define SLA-based time targets (e.g., First Response or Resolution Time) on cases. Milestones track whether SLAs are met and can trigger alerts or actions when time thresholds are reached.

Option B (Escalation Rule) routes cases based on conditions but doesn’t enforce SLA timing.

Option C (Scheduled Flow Action) can automate reminders but isn’t designed for SLA tracking.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Case Management Domain.

Salesforce Help: “Set Up Milestones and Entitlements to Enforce SLAs.”

Salesforce Winter ’23 Release Notes – Entitlement Management Enhancements.