AND “Customize Application”
Available in: Salesforce Classic Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud User Permissions Needed To add milestone actions to entitlement processes: “Manage Entitlements” Workflow Action What It Does Example New Task Create a workflow task Create a task for a support agent to call a customer when a First Response milestone is violated. New Email Create an email alert Notify case owners when a First Response milestone on their case is near violation. New Field Update Define a field update Update the case Priority field to High when a First Response milestone is near violation. New Outbound Message Define an outbound message Send data about parts or services to an external system after a First Response milestone is completed. Select Existing Action Select an existing action Use an existing email alert to notify a case owner when their case is near violation of a first response.