Milestone Actions

Milestone actions are what happens when your milestones hit a designated time. Inside your entitlement process, you sepecify when the action will occur (relative to other the entitlement processes breach time) and then what the actions will be.

Mileston Action Types

The type of actions that are available for use are

  • New Task — This action lets you create a task on a case
  • New Email Alert — This action lets you create an email alert
  • New Field Update — This action lets you update a field on the case
  • New Outbound Message — This action lets you send outbound messages to external systems
  • Select Existing Action — This allows you to re-use existing actions across multiple entitlement processes

Exercise 4: Create Milestone Actions

Goal:

Create actions that occur when the case breaches it's SLA

Scenario:

If a violation of the SLA occurs, then the case owners should be notified via email. If a high priority case breaches a new Task should be created for the SVP, Customer Service & Support to follow up on the case.

Tasks:

  1. Create an email alert
  2. Create a new task creation
  3. Assign actions to milestones

Instructions

  1. Create email alert
    1. Click Create | Workflow & Approvals | Email Alerts
    2. Click New Email Alert
    3. Fill in the following information.
      Description
      Breach notification
      Unique Name
      Breach_notification
      Object
      Case
      Email Template
      Support: Case has breached
      Selected Recipients
      Set to the following
      From Email Address
      Current User's email address
    4. Click Save
  2. Create a new task
    1. Click Create | Workflow & Approvals | Tasks
    2. Click New Task
    3. Select Object: Case
    4. Click Next
    5. Fill in the following information
      Assign To
      SVP, Customer Service & Support
      Subject
      Reach out to customer
      Unique Name
      Reach_out_to_customer
      Due Date
      Rule Trigger Date plus 2 days
      Status
      Not started
      Priority
      Normal
    6. Click Save
  3. Add breach email notification to Premium milestones
    1. Click Customize | Entitlement Management | Entitlement Processes
    2. Click Premium
    3. Click Premium
    4. Click First Response for High priority
    5. Under Violation Actions click Add Time Trigger
    6. Choose 0 Minutes After First Response
    7. Under the newly created 0 Minutes After click Add Workflow Action | Select Existing Action
    8. Add the Email Alert: Breach Notification and Task: Reach out to customer
    9. Click Save
    10. Repeat B through H for all milestones. Remembering to not add the Task action for the Normal priority cases
  4. Add breach email notification to Standard milestones
    1. Click Customize | Entitlement Management | Entitlement Processes
    2. Click Standard
    3. Click Standard
    4. Click First Response for High priority
    5. Under Violation Actions click Add Time Trigger
    6. Choose 0 Minutes After First Response
    7. Under the newly created 0 Minutes After click Add Workflow Action | Select Existing Action
    8. Add the Email Alert: Breach Notification and Task: Reach out to customer
    9. Click Save
    10. Repeat B through H for all milestones. Remembering to not add the Task action for the Normal priority cases