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Difficulty: MediumEntitlements and Service Level Agreements

A Salesforce Administrator at Cloud Kicks needs to set up an SLA management workflow using Entitlements and Milestones to ensure critical cases meet response time commitments. In what order should the administrator execute the administrative steps to build, configure, and apply this SLA process in Salesforce?

  1. 1Create the required Milestone Types in Setup to define the key SLA checkpoints.
  2. 2Create a new Entitlement Process and define its entry criteria, exit criteria, and business hours.
  3. 3Add the Milestone Types to the Entitlement Process and configure milestone warning, violation, and success actions.
  4. 4Activate the Entitlement Process.
  5. 5Assign the activated Entitlement Process to customer Entitlement records.

Answer

The correct implementation sequence begins with creating the Milestone Types in Setup, followed by creating the Entitlement Process container, adding milestones and milestone actions to the process, activating the process, and finally assigning the active process to Entitlement records.
The proper administrative workflow in Salesforce requires creating master setup elements first (Milestone Types), assembling the process structure (Entitlement Process and its Milestone Actions), locks/enables the setup (Activation), and finally connecting the configuration to transactional data (Entitlement Records).

Step-by-Step Solution

1
Create Milestone Types in Setup
Master SLA milestone records (such as 'First Response Time') become available for selection.
Salesforce requires milestone definitions to exist prior to adding them within an entitlement process.
2
Create the Entitlement Process container
An un-activated process shell with entry criteria and business hours is established.
Process-level properties must be set before defining specific milestone timelines and actions.
3
Add milestones and configure warning/violation actions
Time limits, business hour logic, and automated actions (field updates/email alerts) are tied to the process.
Milestone actions enforce SLA compliance triggers for warning or breach events.
4
Activate the Entitlement Process
The entitlement process becomes immutable and available for lookup assignment.
Unactivated entitlement processes cannot be assigned to customer entitlement records.
5
Assign the Entitlement Process to customer Entitlement records
Cases linked to the entitlement automatically trigger the milestone tracking workflows.
Entitlement processes take effect on support cases only when linked through customer entitlements.

Key Concept

Entitlement Process and Milestone Configuration Sequence
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Topics

Entitlements and Service Level Agreements

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