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0answers
19 views

Entitlement Process for salesforce

I want to implement entitlement process for case management. My requirement is to use Sequential milestone for cases. Whenever case is created it should start the SLA i.e milestone for let say 4 hrs. ...
4
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1answer
83 views

Adding comments to Milestone

I want to allow the Service Rep. to allow a comment/description to an entitlement milestone, like what action was performed to meet the milestone. Example: Milestone is First Response after 15 min ...
4
votes
1answer
159 views

Recalculating SLA Times

I have a group of SLA Processes that are working, they are using a custom date field as a base for the Milestone timeline; however, I need that under a special set of circumstances, a change in the ...
2
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3answers
414 views

Milestones not working when case created from test code

I have an Entitlement process and support triggers that I would like to test so that I can submit code into product. Problem: When I create all the object through code I only get one of the ...
1
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1answer
534 views

Completion issues with CaseMilestones

I am in the process of assessing Entitlement Processes and CaseMilestones. I have set up an Entitlement Process that has 2 CaseMilestones set up. The first called First Response is initialised on ...