What are entitlements and milestones in Salesforce service cloud?
Entitlements and Milestones are among the most powerful features in Salesforce Service Cloud. This course will teach you how you can leverage them to put in place strong SLA governance for your Service Cloud users. Keep up with the pace of change with thousands of expert-led, in-depth courses.
What is the difference between the entitlement process and milestone criteria?
Entitlement Process: starts the milestone countdown when the process first starts. So if your Entitlement Process starts based on Case created date then the Entitlement Process milestone start time would be when the Case is created. Milestone Criteria: allows you to create specific criteria that triggers the start of the milestone.
How do I create a milestone in Salesforce?
Salesforce has some documentation that really gets in the weeds if you want to learn more. 2. Create Milestones. To configure your Milestones, navigate to Setup → Service → Entitlement Management → Milestones. Select the New Milestone button, give your Milestone a name, and then select the Recurrence Type.
How do I create an entitlement process in Salesforce?
From Setup, enter Entitlement Processes in the Quick Find box, then select Entitlement Processes under Entitlement Management. Click New Entitlement Process. If you see the option to choose a Type, select Case. Name your process Standard Support, and enter the description: The default support process for customers.
What is Entitlement and milestone in Salesforce?
Entitlements are units of customer support in Salesforce, such as “phone support” or “web support.” They're typically used to represent terms in service agreements. Milestones. Milestones represent required, time-dependent steps in your support process, like first response or case resolution times.
How do I see milestones in Salesforce?
From the object management settings for cases, go to Page Layouts. In the Case Page Layouts section, click Edit, and then click Feed View in the page layout editor. In the Other Tools and Components section, select the Milestone Tracker and specify where on the page you want it to appear. Click Save.
Is Milestone an object in Salesforce?
Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce.
How do I set up a milestone in Salesforce?
To get started, see Entitlement Management.From Setup, enter Milestones in the Quick Find box, then select Milestones under Entitlement Management.Click New Milestone.Enter a name and description. ... Select a recurrence type. ... Click Save.
What is case milestone in Salesforce?
Edit on cases. Milestones are required steps in your support process. They're metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Times on cases. Keep the following things in mind when working with the related list.
What are milestone actions in Salesforce?
Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process. Actions can be added to milestones after the milestone is added to an entitlement process.
Is entitlement an object in Salesforce?
Entitlements are units of customer support in Salesforce, such as “phone support” or “web support”. Set up entitlements in your Salesforce org to help support agents determine whether a customer is eligible for support.
How do I create an entitlement in Salesforce?
Create an Entitlement ProcessClick the Object Manager tab, then select Account.Select Fields & Relationships, then click New.Select Picklist, and click Next and enter the details. ... Click the Service Setup Home tab.Enter Entitlement Processes in the Quick Find box and select Entitlement Processes.More items...
How do I enable entitlements in Salesforce?
Enable Entitlements in Salesforce CPQFrom Setup, in the Quick Find box, enter Entitlement Settings , then select Entitlement Settings.Select Enable Entitlement Management. ... Select the entitlement features you want to activate or deactivate.Save your changes when you're finished.
How does entitlement work in Salesforce?
Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org. Entitlement processes help you provide a consistent level of support to your customers.
How do you assign entitlements to cases?
If the case account has an active entitlement, the entitlement is added to the case....To define this case trigger in your Salesforce org:From Setup, enter Case Triggers in the Quick Find box, then select Case Triggers.Click New.Copy the text below and paste it in the text field.Click Save.
How do I enable case milestone in Salesforce?
Add a Milestone Action From Setup, enter Entitlement Processes in the Quick Find box and select Entitlement Processes. Then click Standard Support. Under Milestones, click the name of your milestone for high-priority cases. Under Warning Actions, click Add Time Trigger.
When do independent milestones occur?
Just so you know, there are two other possible recurrence types: Independent milestones occur whenever the milestone criteria are met on the case. Sequential milestones occur on repeat when the milestone criteria are met on the case. Click Save.
What is Maria's milestone workflow action?
To keep agents in the know, she adds a milestone workflow action that warns agents when an open high-priority case is approaching the resolution time limit.
Why does Maria add a resolution time milestone?
Maria adds her Resolution Time milestone so agents know how much time they have to resolve cases according to Ursa Major’s standard support process. Let’s see how she does it.
What is Maria's entitlement process?
That’s where she adds the specifics, like case resolution time for high-priority cases. Maria creates an entitlement process that represents Ursa Major’s standard support terms.
Milestones
- Milestones define major steps in a support process and they can help define company SLAs. Milestones can be defined with a countdown to ensure certain key steps in the support process are being met in a timely manner. One downside to keep in mind, though, is that Milestones put …
Configuring An Entitlement Process with Milestones
- So you’ve decided you want to leverage entitlements for your customers – now what? Let’s walk through the basic steps needed to enable entitlements in your Salesforce org!
Go Beyond Milestones
- Milestones can be a great out-of-the-box tool if the configuration works for your business, but they have some limitations to keep in mind. Milestones are typically used for major steps in a linear process. There can be recurring milestones, but they’re still just steps along a case lifecycle. We all know that customer service is rarely linear and simple. There can be a lot of back and forth b…
Keep Learning!
- Want to learn more about how Case Flags can help you and your business? Register today for a free demo! Case Flags wasalso featured in the 2020 Salesforce Customer Service Demo Jam! As always, Trailhead has a lot of useful modules for Entitlements and Milestones that you can use to get hands on and become more familiar with the steps outlined in this post. Also, if you’re curiou…