Case and work order movement through entitlement processes
Key Takeaway
A case or work order linked to an entitlement with an entitlement process gets the milestones whose criteria it matches. The record exits the process when it is closed or when it meets the process's custom exit criteria.
An entitlement process is a timeline of milestones. Milestones are the required support steps your team must complete to resolve a customer issue. When a case or work order is linked to an entitlement that has an entitlement process, Salesforce applies that process to the record. As the record changes, Salesforce assigns the milestones whose criteria match it. Salesforce stops tracking the record when it closes or meets custom exit criteria. Knowing this path explains why a record has, or doesn't have, a milestone at a given moment.
Case and Work Order process types
Every entitlement process has a type, either Case or Work Order. A process runs only on records of its own type.
You choose a process's type when you create it. You can't change the type later. Entitlement processes created before Summer '16 use the Case type.
Don't link both cases and work orders to an entitlement that has an entitlement process. A Case entitlement process runs only on the cases linked to that entitlement, so a work order on the same entitlement gets no process. Manage each customer's cases and work orders on separate entitlements.
A single milestone, such as First Response, can be added to both Case and Work Order processes, so you can build a matching process of the other type from the same milestones.