I need the assistance on the below requirement.
Assume we've the 10 processes in a Single End-End process flow and let's say I want to keep the track of the process from step-2 to step-6 for the SLA / OLA. Assume at step-2 my request submitted and it goes through the no. approval process like Success and Reject, so I want to track this in time SLA, how much time it has taken to success. How we can do that ?
Assume it has same record or two different records (Salesforce system might have integration with other system). Can we track this information using the Entitlement Processes and Milestones ?
Can we calculate SLA between two processes ? Please guide what can be done ?
Note: Yes, it's related to Case object (it may be on other object but not sure though) and have different statuses etc., based on process steps and want to track how much time taken for each step.
What can be done if the case is violated ? Assume in 1st milestone is violated, then when the 2nd milestone could be initiated ?