Entitlement for the cases gives you automated solution for the SLA's. To overcome user’s manual work and automate business processes to send notifications on escalations within response times.
We will go step by step to configure the Entitlements as Below.
1. Search ‘Entitlement Settings’ from Quick search.
It’ll enable Entitlement Process for your org.
2. Now Go to ‘Milestones’. Create new Milestone.
Example – Let’s say, Priority field on Case has values as Low, Medium and High. If Case has SLA as
A. If Priority is ‘Medium’ on case and the case is not Closed in next 8 hrs then it will escalate and send the Email notification.
B. If Priority is ‘High’ on case and the case is not Closed in next 4 hrs then it will escalate and send the Email notification.
In above case, we are going to create two Milestones for Medium and High Priority. This will represent Time-dependent steps in Case resolution times.
3. Now, setting up of Business Hours in your org. All the entitlements will depend on the Business hours to calculate the time, you need to setup according to your requirements.
Here I have setup for Indian Business Hours, kept 24hrs for all 7 days and If you have any Holidays then setup accordingly.
4. Here comes, Entitlement Process setup, go to Entitlement Process and Create New Entitlement Process.
Entitlement Process Name – Specify name for entitlement.
Case enters the process - Based on Case created date – The calculations will be calculate from Created Date.
Case exits the process - Based on custom criteria - Case: Closed EQUALS True
Once the case is closed all the milestones will be completed.
Entitlement Process Business Hours – Select required business hours which we have created in step 3.
5. Now, in Milestone section, Click on new and setup as shown below.
Milestone Name – Select Milestone from list which you have created. Here we have only created Medium and High.
Time Trigger (Minutes) – Here we have 8 Hours milestone for Medium. So in minutes it will be 8*60 =480 minutes.
Milestone Business Hours – Specify business hours.
Violation action – I have created simple email notification here, once the milestone violated after 1 min the action will be triggered.
Same as Violation action, we also have Warning and Success action.
6. Here comes the important part, Now go to entitlement object and create record as follows.
Here the highlighted Business Hours and Entitlement Process are so important else the milestones won’t get created on Case.
7. Now to create Milestones for Case, first case need to attach with the above Entitlement record. For this you can use Before Insert trigger to attach the Entitlement record to the Case record Or you can manually select entitlement from lookup on Case while creating Case.
8. It’s time to create a Case, to check if this works or not. So I am creating case with Priority as ‘Medium’, After creation, the milestone should be created.
So the Medium Milestone has been created.
Note : If you want to edit criteria for Milestone setup in Entitlement process, then directly it won’t possible. You need to create new version of Entitlement and then edit the criteria.
After creating new version, don’t forget to attach it to Entitlement record, else milestones will be behave as per old entitlement process.
