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            Simplified SLA Setup: Configure Entitlements and Milestones

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            Simplified SLA Setup: Configure Entitlements and Milestones

            Configure SLA Management (previously Entitlement Management) with fewer steps with a simplified user interface. The new configuration interface is more intuitive and accessible, reduces implementation efforts, and improves the overall user experience.

            Required Editions

            View supported editions.

            In the new setup interface, these are the key changes in terminology:

            • Entitlement Management is called SLA Management.
            • Entitlement Processes are called SLA Policies.
            1. From Setup, enter Entitlement Settings in the Quick Find box, then select Entitlement Settings.
            2. Enable Simplified SLA Setup and save your changes.
            Note
            Note

            Entitlement versioning isn't available in the new setup experience. If you update an SLA policy, the updated version will be the only version that exists. If you still wish to use entitlement versioning, switch back to the older setup experience.

            • SLA Policies
              SLA Policies (known as entitlement process in the older setup experience) are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers.
            • Milestones
              Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to SLA policies to ensure that support reps resolve support records correctly and on time.
            • Automatically Apply Entitlements to Cases and More
              Automatically apply the correct entitlements and consecutively the correct SLA policy to cases, work orders, and incidents based on predefined rules. This reduces manual effort and ensures compliance, improving service rep productivity, and minimizing SLA violations. This feature is available only with the new simplified setup experience.
             
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