Questions related to the Entitlements feature of Salesforce.com. This feature encompasses Entitlement Processes, Entitlements, Milestones, EntitlementContacts and EntitlementTemplates.

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0
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0answers
17 views

Stop case owner from changing when using the “Stopped” checkbox

I am using milestones for cases and when I change the value of the checkbox "Stopped" (when I check or uncheck it), the owner of the case goes back to the default queue. Is it possible to avoid this? ...
0
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0answers
18 views

What's the leanest way to selectively pause Case Milestones?

Requirement: If Case.Status is 'Waiting on customer', then pause the Resolution milestone only (not all case milestones). A recurring 'keep in touch' milestone should continue to run. I know from ...
0
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0answers
21 views

Getting blank values for entitlement field in custom report

I have created a custom report type with account as parent object servicecontract ,contract line and entitlement as childs. i have created a record on entitlement which has a lookup of contract line ...
3
votes
1answer
48 views

What object is a Milestone-in-Entitlement-Process?

API name of Entitlement Process is SlaProcess. API name of Milestones is MilestoneType. API name of Milestones applied to cases is CaseMilestone. An Entitlement Process consists of milestones. But ...
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0answers
43 views

How to create one entitlement for all/multiple accounts?

What is the best practice for creating general entitlement for all/multiple accounts. At the moment, when we create entitlement we need to lookup to account, but what if we want to set up a set of ...
1
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0answers
29 views

Why completed mile stones creating the same milestone again?

I'm trying to implement Entitlement milestones for our support process. I've created a entitlement process with 3 mile stones. First Response(No Recurrence), Resolution Given(Sequential),Resolved(No ...
1
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0answers
30 views

How to know whom has started/completed a milestone in cases?

In our case solution a case can vary on terms of ownership and then comes our need to get the name of the agent that achieved/violated each milestone within the case. We expected to get this ...
0
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0answers
35 views

Associating entitlement process to a specific case record type

I have bunch of milestones which needs to be fired for a specific case record type. So if i create a case of recordtype A, those milestones should fire (based on their criteria). I have created a new ...
0
votes
1answer
77 views

SLA Process For Custom Objects

SLA process can be introduced using Entitlement Processes for Cases. However I do not find any out of the box capability to implement this for other Custom Objects. Can you please let me know how to ...
1
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0answers
69 views

MilestoneTriggerTimeCalculator looses trigger context

We use the MilestoneTriggerTimeCalculator interface to have more dynamic milestone durations. To prevent having to query for fields on the Case and to have to query for the milestonetype name, we use ...
3
votes
2answers
67 views

Dont see Master-detail relationship type field on Entitlement object

Why cannot I see Master-Detail Relationship as an option when I try to create a new field in Entitlement object? (See image)
1
vote
1answer
112 views

Assign Active Entitlement Process to Entitlement

How to automate the assigning of "Active" and latest version of "Entitlement Processes" to Entitlements? I cannot write trigger on Entitlement Process so that whenever a new Version is updated I ...
1
vote
1answer
762 views

Fetch Values From Related Object Fields - JavaScript

I need to assign an Entitlement to all Cases created from an Opportunity, when a user clicks a custom button. I've created a custom field on the Account which contains the Entitlement Id ...
0
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0answers
623 views

Problems with Milestones, Entitlements and Apex Triggers

I’m working on implementing Milestones and Entitlements into my company’s Salesforce Org for the first time. No one on my team has any experience with this feature, so I’m on my own as far as that ...
1
vote
1answer
116 views

Milestones and Entitlements

I'm in the process of researching Milestones and Entitlements for my company, and I've come to a few problems. A) I can't get warning triggers to ha ppen. The time is set, it's supposed to update a ...
0
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0answers
200 views

Milestone Criteria met (but not activated) by another milestone Violation action

I have a scenario where I need to set 3 milestones within an Entitlement process. The first milestone is active when the case is created. The subsequent milestones should activate when the previous ...
7
votes
2answers
469 views

bug in milestones elapsed time?

We noticed recently that the "elapsed time" of a milestone does not seem to exclude the time that the entitlement process was stopped. To us, that's a clear bug but I would like to know if other ...
4
votes
1answer
875 views

Prioritizing Cases Using Entitlements / Case milestones

I have currently set up Entitlements to manage a few SLAs: First Response Time (time to get a response to the customer for the first time) Relief Time (time to get a proposed solution to the ...
4
votes
1answer
93 views

Entitlement Management Disappearance

Early sometime today or late last night, Entitlement Management, and every related object like Service Contracts disappeared, along with all their records, etc. I had many visualforce and Apex classes ...
1
vote
1answer
4k views

Can anybody explain what is Entitlement and service contracts and their relationship in simple words?

I have read many articles regarding Entitlement management but still following things are not clear to me. 1) What is relationship between Entitlement and service contract? I know service ...
4
votes
1answer
188 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 ...
2
votes
1answer
198 views

Default Entitlement process

I need to automate the entitlement process assignment. I could not find a declarative why to do that? How can I automatically assign an Entitlement process to a case based on its priority?
2
votes
2answers
600 views

No such column EntitlementId on entity Case

We have been using the trigger "Trigger on Email Message " on the link below for more than 2 years without any issues. ...
0
votes
1answer
540 views

Entitlement milestone start time based on entitlement process does not work

i have an entitlement process which its 'Case enters the process' = Based on a custom date/time field on the case: SLA Cont Time and under this entitlement process i have a milestone it's Start time ...
4
votes
1answer
1k views

Ongoing case milestone not behaving as expected

I'll start off by saying that Entitlement Processes are not my strong suite, so I'm sure I'm just doing something dumb or wrong, but I can't figure it out, and neither can some of the other people ...
2
votes
3answers
1k 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 ...
3
votes
1answer
910 views

Closing Service Cloud Case Milestones using Apex

I am having a look at Case milestones and entitlement processes that are part of the service cloud. I want to programmatically close one of the milestones after a certain Status value has been ...