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What are entitlements and milestones?
Milestones define the important steps of your case management process, like First Response Time (FRT) or Time to Resolution (TTR). Entitlements define levels of customer support within your case management process. For example, say a customer with a Basic Support package is entitled to 10 cases a year.
What is Salesforce milestones?
Milestones represent required steps in your support process, such as case resolution time and first response time. You create master milestones in your org and then add them to entitlement processes to enforce different service levels on support records, like cases and work orders.
Can a milestone be created from an entitlement process?
Once the entitlement process is activated it can be associated to customers’ entitlements and applied to cases. This post is not going to delve into creating and maintaining entitlements or creating cases from entitlements. It is possible to write apex triggers to automatically complete milestones.
What do milestones and entitlements mean in Salesforce?
Salesforce has two native functions that help organizations manage cases efficiently: milestones and entitlements. Milestones define the important steps of your case management process, like First Response Time (FRT) or Time to Resolution (TTR). Entitlements define levels of customer support within your case management process.
What are milestones and entitlements in case management?
Milestones define the important steps of your case management process, like First Response Time (FRT) or Time to Resolution (TTR). Entitlements define levels of customer support within your case management process. They also set the stage for which milestones need to be reached–and when.
When to use first response and resolution time milestones?
This applies to both first response and resolution time milestones. Once the entitlement process is activated it can be associated to customers’ entitlements and applied to cases. This post is not going to delve into creating and maintaining entitlements or creating cases from entitlements.