Northern Trail Outfitters provides SLA-driven customer support with defined resolution target times using Milestones. Support management notices that when support agents change a Case status to 'Waiting on Customer', the milestone target countdown continues to elapse, resulting in false SLA breaches while waiting for customer feedback. What feature should the Salesforce Administrator configure to pause the milestone target timer when a case enters this status?
- Enable Stopped Time on the Entitlement Process and designate 'Waiting on Customer' as a Stopped status on the Case object.Cevap
- BCreate Case Escalation Rules to automatically re-assign cases in 'Waiting on Customer' status to a holding queue.
- CConfigure an After-Save Record-Triggered Flow to update the milestone target date whenever the Case status changes.
- DAssign support agents a custom profile with temporary read-only permissions whenever a case is waiting on customer feedback.
Cevap
Enable Stopped Time on the Entitlement Process and designate 'Waiting on Customer' as a Stopped status on the Case object.
Salesforce Entitlement Management includes a 'Stopped Time' feature. When enabled on an Entitlement Process, administrators can flag specific Case status values (like 'Waiting on Customer') as 'Stopped'. When a case enters that status, the countdown clock on active milestones pauses until the case exits the stopped status.
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Anahtar Kavram
Entitlement Process Stopped Time Configuration