Entitlement process timelines, entry, and exit
Key Takeaway
An entitlement process is a timeline of milestones for cases or work orders. A record enters the timeline based on its created date or a custom date/time field. The record exits when it is closed or based on custom criteria.
An entitlement process is a timeline of required steps, called milestones, that a support team must complete to resolve a case or work order. The entitlement process holds the logic that enforces the right service level for a customer. That logic includes when a record starts the timeline (entry) and when it leaves the timeline (exit).
When an entitlement needs an entitlement process
Not every entitlement needs an entitlement process. Compare these two cases:
If an entitlement only says that a customer gets phone support, and business hours define that support as 24/7...
You don't need an entitlement process.
If certain people must be emailed after a case goes unresolved for two hours...
Use an entitlement process.