Support agents at Ursa Major Solar report that after sending an initial outbound response email to customers on high-priority cases, the 'First Response' milestone countdown timer remains active on the case feed and eventually triggers a violation action. Which configuration action should the administrator perform to ensure the milestone timer stops when the response is sent?
- Create an automated Flow to update the Completion Date on the Case Milestone record when the response email is sent.Answer
- BConfigure a Case Escalation Rule action to reset the SLA timer whenever an Email Message record is created.
- CAdd a before-save Record-Triggered Flow on the Entitlement Process object to recalculate target business hours.
- DModify the Case Record Type picklist settings to change the Milestone Status field default to 'Completed'.
Answer
The administrator should create an automated Flow to update the Completion Date field on the Case Milestone record when the response email is sent.
In Salesforce Entitlement Management, milestone countdown timers continue until the Completion Date on the corresponding Case Milestone record is populated. Because outbound email activity does not automatically complete a milestone out of the box, an administrator must create automation, such as a Record-Triggered Flow, to mark the milestone as completed upon email dispatch.
Step-by-Step Solution
Key Concept
Completing Case Milestones using Record Automation