Which Salesforce feature defines service levels and milestones for cases?

• A. Auto-Response Rules
• B. Validation Rules
• C. Workflow Rules
• D. Entitlements and Milestones

Answer: (D)

Entitlements and Milestones create and track the service levels you promise to customers. An entitlement defines the support contract or level a customer has, tying it to a case or account so you know what SLA applies. Milestones are the timed goals within that entitlement, such as first response or case resolution, with target dates and escalation actions if those targets aren’t met. Salesforce uses entitlements to formalize what you owe a customer, and milestones to monitor and enforce those SLAs in real time, triggering alerts or escalations when a milestone is at risk or overdue.

Automatic responses are handled by Auto-Response Rules, which simply send replies when a case is created or updated. Validation Rules ensure data quality by enforcing field constraints. Workflow Rules automate actions like field updates or alerts based on criteria, but none of these define or monitor service levels in the way Entitlements and Milestones do.