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

When creating multiple entitlement processes, reusability is your friend. Create your tasks, emails, updates or messages beforehand and use existing actions. This will mean you only have one place to update if needed.

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