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Difficulty: MediumEntitlements and Service Level Agreements

A Salesforce Administrator needs to configure a custom Service Level Agreement (SLA) management workflow for a support organization. What is the correct sequence of steps to configure and apply an Entitlement Process with Milestones to customer cases?

  1. 1Create the required Milestone types in Setup to define key service level metrics.
  2. 2Create a new Entitlement Process to specify the entry criteria and business hours for the SLA.
  3. 3Add Milestones to the Entitlement Process and configure time triggers and Milestone Actions.
  4. 4Activate the Entitlement Process.
  5. 5Create an Entitlement record for the customer account and assign the activated Entitlement Process to it.

Answer

The correct sequence of steps is: 1) Create the required Milestone types in Setup; 2) Create a new Entitlement Process; 3) Add Milestones to the Entitlement Process and configure time triggers and Milestone Actions; 4) Activate the Entitlement Process; 5) Create an Entitlement record for the customer account and assign the activated Entitlement Process to it.
Configuring Entitlement Management in Salesforce follows a strict logical sequence: master Milestone types must exist before building an Entitlement Process; Milestones and actions are configured within the process draft; the process must be activated before assignment; and finally, the activated process is assigned to customer Entitlement records.

Step-by-Step Solution

1
Define Milestone Types
Milestone master records are created in Setup.
Milestone types (e.g., First Response, Resolution Time) must be created in Salesforce Setup before they can be selected within an Entitlement Process.
2
Create Entitlement Process
An Entitlement Process structure is defined.
The base Entitlement Process holds the overarching entry criteria, exit criteria, and business hours rules.
3
Configure Milestones and Milestone Actions
Specific SLA metrics and automated warning or violation actions are attached to the process.
Milestone types are added into the process alongside target timeframes, recurrence types, and workflow actions.
4
Activate the Entitlement Process
The Entitlement Process becomes active and ready for assignment.
Draft Entitlement Processes cannot be associated with Entitlement records; explicit activation is required.
5
Assign Process to Customer Entitlement
Cases linked to the Entitlement automatically run against the defined SLA Milestones.
Associating the activated Entitlement Process with customer-specific Entitlement records links incoming customer cases to the SLA rules.

Key Concept

Entitlement Process and Milestone Implementation Sequence
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Topics

Entitlements and Service Level Agreements

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