WeDid: Salesforce Managing Customer’s Entitlement

Challenges

The customer would like to implement SLA to all the accounts in Salesforce so that they can better deliver their support services to the clients.

For example:

  • The first response by the support engineer should be sent within the 1st hour from a case being created
  • The second response should be sent within 12 hours
  • The third response should be sent within the next 12 hours
  • If the milestone is violated, the support manager will be notified for further action (i.e. escalation, etc.)

 

Solution:

Utilise the Entitlement Management feature and configure the following component to meet customer’s SLA requirement:

  • Entitlement Processes
  • Milestones

 

Related Objects Account, Case and Entitlement
Components
Complexity Medium