Hands-On Training: Build Entitlement Processes to Reach Your SLAs
This hands-on training will help you learn how to use the built-in Salesforce entitlement process to generate milestones on your support cases to help you meet your SLAs
Goals
By the end of this hands-on training you should be understand concepts and be able to perform the following tasks
Understand what SLAs are and how they can be used in your organization
What business hours are and how they differ from real world hours
How to use holidays with your business hours
How to enable entitlement management for your organization
How to build and configure milestones, entitlement processes and mileston actions
How to create entitlements and how to use them with cases
Video Recording
This hands-on training was delivered in 2015 at Dreamforce and was also recorded professionally by Salesforce University. You can follow along with the recording below.