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+50

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 ...
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0answers
5 views

How to query milestones associated with an EntitlementProcess (SlaProcess)?

Is there any way to query all the milestones that are associated with an EntitlementProcess?
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0answers
21 views

Mass Associating Accounts with Entitlements

Our use case is this - All accounts need to be have multiple Entitlements available to them. When the support rep gets the call they will open a new case and determine which entitlement to assign. ...
4
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1answer
35 views

Entitlement Management Disappeance

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 ...
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0answers
36 views

Entitlement on Case and Reporting

Seeking insights on necessity of entitlement management/processes on a use case to create reports with regards to customer communication, case escalations, severity and case status. Would following ...
1
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1answer
223 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
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1answer
97 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 ...
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0answers
43 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?
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2answers
266 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
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1answer
144 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 ...
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0answers
22 views

what is the maximum active entitlement process EE has?

I have a EE org and i would like to know what is the maximum active entitlement process can i have? i checked through http://na10.salesforce.com/help/pdfs/en/salesforce_app_limits_cheatsheet.pdf and ...
4
votes
1answer
609 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
551 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
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1answer
374 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 ...