Entitlement processes and case milestones
Key Takeaway
Milestones reach a record only through an entitlement process. You apply the process to a customer's entitlement, and it then runs on linked records of its own type, Case or Work Order.
Entitlement processes and milestones let Salesforce enforce service levels on support records such as cases. An entitlement process is a timeline of required steps called milestones. It can run automatic actions when a milestone is completed, about to be violated, or violated.
Entitlements, entitlement processes and milestones
Entitlement management is a set of features that help you give customers the correct service level. Start with these three terms:
| What it is | Example | |
|---|---|---|
| Entitlement | A unit of support that tells reps whether a customer is eligible for support | "phone support" or "web support" |
| Entitlement process | A timeline that adds the time-dependent steps the team must complete to resolve a support record | Emailing a supervisor when a case stays unresolved for two hours |
| Milestone | A required step in the support process | First Response or Resolution Time on cases |
Not every entitlement needs a process. A simple entitlement can just say that a customer gets 24/7 phone support. If you need time-dependent steps, you need an entitlement process.
Milestones can be used on cases, work orders and incidents. However, a milestone can't be applied to a record by itself: it reaches a record only through an entitlement process.