Entitlement Processes & Milestones

Milestones

Milestones are what your goals are for the case. They could be as simple as "Resolve Case" or as complex as an ongoing response, a temporary resolution provided or a code fix delivered. In Salesforce, the milestones have no real functionality, they are simply labels that are created to be moved around by your entitlement process

Entitlement Processes

Entitlement processes are where you finally take your defined SLAs and turn them into something actionable. The determine how the case will behave while under it's influence.

New entitlement process advanced options

As part of the creation of a new entitlement process, you can define when your process case enters the process

  • Based on case created date &ldash; This is when the case is created. Typically, this is the option you would use
  • Based on a custom date/time field on the case &ldash; This allows you to choose a field on the case to use. This is useful if your entitlement process does not start until after an action occurs. For example if a case must be vetted then a datetime field is set starting the process

You can also set when the case exits this process

  • Based on when the case is closed &ldash; Again, this is typically the option you would choose
  • Based on custom criteria &ldash; This allows you to set custom criteria for when the process exits. This is useful for you consider a case resolved based on something other than the case's status. For example if a solution is verified or a knowledge article is written

Exercise 3: Create Entitlement Processes and Milestones

Goal:

Create case milestones and create entitlement processes.

Scenario:

Your support organization offers Premium and Standard levels of support based on the table below.

HighNormal
PremiumFirst Response1 Hour6 Hours
Case Closure2 Business Days6 Business Days
StandardFirst Response4 Business Hours12 Business Hours
Case Closure4 Business Days8 Business Days

To aid in the math, the table below is the conversion of hours to minutes

HighNormal
PremiumFirst Response60 Minutes360 Minutes
Case Closure1080 Minutes3240 Minutes
StandardFirst Response240 Minutes720 Minutes
Case Closure2160 Minutes4320 Minutes

Tasks:

  1. Create the First Response and Case Closure milestones
  2. Create Premium and Standard entitlement processes
  3. Add case milestones to meet your expected response times

Instructions

  1. Create the First Response and Case Resolution milestone
    1. Click Customize | Entitlement Management | Milestones
    2. Click New Milestone
    3. Fill in the following information.
      Name
      First Response
      Description
      The first response to the case
      Recurrence Type
      No Recurrence
    4. Click Save & New
    5. Fill in the following information.
      Name
      Case Resolution
      Description
      The resolution of the case
      Recurrence Type
      Independent
    6. Click Save
  2. Create the Premium entitlement process
    1. Click Customize | Entitlement Management | Entitlement Processes
    2. Click New Entitlement Process
    3. Fill in the following information.
      Entitlement Process Name
      Premium
      Description
      The premium entitlement process
      Active
      Version Notes
      Initial version
    4. Leave the advanced options as the default.
    5. Click Save
  3. Add the case milestones to the Premium entitlement process
    1. Under the Milestone section, click New
    2. Fill in the following information.
      Milestone Name
      First Response
      Trigger Time
      60
      Start Time
      Entitlement Process
      Milestone Business Hours
      24x7
      Order
      1
      Criteria
    3. Click Save
    4. Repeat steps A-C for Normal
    5. Under the Milestone section, click New
    6. Fill in the following information.
      Milestone Name
      Case Resolution
      Trigger Time
      1080
      Start Time
      Milestone Criteria
      Order
      3
      Criteria
    7. Repeat steps E-F for Normal
  4. Create the Standard entitlement process
    1. Click Customize | Entitlement Management | Entitlement Processes
    2. Click New Entitlement Process
    3. Fill in the following information.
      Entitlement Process Name
      Standard
      Description
      The standard entitlement process
      Active
      checked
      Version Notes
      Initial version
    4. Leave the advanced options as the default.
    5. Click Save
  5. Add the case milestones to the Standard entitlement process
    1. Under the Milestone section, click New
    2. Fill in the following information.
      Milestone Name
      First Response
      Trigger Time
      240
      Start Time
      Entitlement Process
      Milestone Business Hours
      <blank>
      Order
      1
      Criteria is set to the following
    3. Click Save
    4. Repeat steps A-C for Normal
    5. Under the Milestone section, click New
    6. Fill in the following information.
      Milestone Name
      Case Resolution
      Trigger Time
      2160
      Start Time
      Milestone Criteria
      Order
      3
      Criteria is set to the following
    7. Repeat steps E-F for
    8. Normal