When an entitlement process is applied to an entitlement, the entitlement process runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an entitlement process.
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|Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud|
- A support agent linked a record to an entitlement that has an entitlement process. This can be done in several ways:
- The support agent creates the record from the Cases or Work Orders related list on the entitlement.
- The support agent creates the record, then uses the Entitlement lookup field on the record to select the proper entitlement.
- The record enters the process based on its creation date or a custom date/time field. A custom date/time field lets users edit a date on the record to trigger when it enters the process.
- Salesforce assigns milestones with matching criteria to the record. For example, if a milestone’s criteria is Priority equals High, and a case has a Priority of High, Salesforce assigns it to the Priority equals High milestone. A record associates with one milestone at a time. It can associate with many milestones as it moves through the process.
- Milestone actions determine when and if warning, violation, or success workflow actions fire for the record.
- A support agent updates the record to complete a milestone action.
- After a record is updated, it cycles through the entitlement process and initiates any milestones that match its criteria.
- The record exits the process based on custom criteria or when it’s closed.
You can view records with assigned entitlements by creating case or work order list views that filter on entitlement process fields.
Milestones are not automatically marked Completed when a record exits an entitlement process. To write an Apex trigger that auto-completes milestones that meet unique criteria, see Auto-Complete Case Milestones