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How to add milestones to a case page?
Add milestone elements on the case and work order page layouts to include (Milestone Status, Milestone Status Icon, Entitlement Process Start Time, Entitlement Process End Time). Add the Case Milestone or Object Milestone related list to Case or work order page layouts.
How to set up milestones unit in Salesforce?
Under Warning Actions, click Add Time Trigger. Enter 2 and select Hours so agents are notified 2 hours before the Resolution Time milestone expires. Click Save. Under your new time trigger, click Add Workflow Action and select New Email Alert. Enter a description: 2 hour warning before milestone expires.
How to set milestones for high priority cases?
Under Milestones, click the name of your milestone for high-priority cases. Under Warning Actions, click Add Time Trigger. Enter 2 and select Hours so agents are notified 2 hours before the Resolution Time milestone expires. Click Save. Under your new time trigger, click Add Workflow Action and select New Email Alert.
How are case milestones related to process builder?
The Case Milestones object is related to the Case, and therefore you are able to achieve this in Process Builder through the Update Related Record action, making sure you are matching to the correct Milestone, this is where you insert the specific Milestone Id saved earlier as the condition.
How is milestone tracker used in case management?
Expose the milestone tracker to support agents so that agents can have a complete view of upcoming and completed milestones. It also displays countdowns for active and overdue milestones. This can be added to case feed, work order feed, custom page or to service console.
What do milestones mean in a support process?
Milestones represent required, time-dependent steps in the support process, like the first response or case resolution times. Milestones are added to entitlement processes to ensure that agents resolve support records correctly and on time. An entitlement process can have up to 10 milestones.
Can a milestone be applied directly to a record?
Milestone cannot be applied directly to a record, it must be part of an Entitlement process. Create a trigger to automate the Milestone Completion based on criteria. In Lightning Experience agents can click Mark Completed link in Milestones Component.