Which feature should be implemented to define milestones for service level agreements at Universal Containers?

Implementing entitlements is the correct choice for defining milestones for service level agreements (SLAs) at Universal Containers because entitlements allow organizations to set service limits and specify the support that customers can expect to receive based on their service agreements.

Entitlements include the ability to create rules that define the specific services customers are entitled to, which directly connects to the concept of milestones. These milestones help track when a case should be resolved or when specific service levels should be met, ensuring that the organization adheres to the commitments made to customers.

In contrast, the other options do not directly relate to defining or managing SLAs in the same way. Workflows are automation tools that can help streamline processes but do not directly define SLA milestones. Case queues help manage and prioritize case assignments but do not have a specific function for SLA management. Approval processes facilitate structured decision-making but are not designed for tracking or defining service level commitments. Therefore, entitlements stand out as the ideal feature for establishing and managing milestones in SLAs.