How a Record Moves Through an SLA Policy

1. A support rep linked a record to an entitlement that has an SLA policy. This can be done in several ways:

   • The support rep creates the record from the Cases or Work Orders related list on the entitlement.

   • The support rep creates the record, then uses the Entitlement lookup field on the record to select the proper entitlement.

   • An entitlement is automatically mapped to the record based on Auto Apply Entitlements rules set by admin.

2. 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.

3. 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.

4. Milestone actions determine when and if warning, violation, or success workflow actions fire for the record.

5. A support rep updates the record to complete a milestone action.

6. After a record is updated, it cycles through the SLA policy and initiates any milestones that match its criteria.

7. The record exits the process based on custom criteria or when it’s closed.

You can view records with assigned entitlements by creating object (case, work order, etc.) list views that filter on SLA policy fields.