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Questions tagged [entitlement-process]

A timeline that includes all the steps (milestones) that support agents must complete to resolve a support record.

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How do we change the "Time Trigger (Minutes)" in the milestone after the Case enters the entitlement?

I am new to Service Cloud and need some guidance. I have a case that enters an entitlement when it is created, and there are milestones within the entitlement. I am using an Apex class with a time ...
Rahul Allada's user avatar
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1 answer
953 views

What will happen when there are two active versions of Entitlement Process?

I'm just wondering what will happen when there are two active versions of the same Entitlement Process. Will it create duplicate milestones? If not then which version will be chosen? Will it pick the ...
Rechu's user avatar
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1 answer
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Auto assign an Entitlement to a specific record type case

I am looking to auto assign a particular entitlement process to all cases of a particular record type once the case is created. The case page layout contains an Entitlement Name field which is used as ...
user120752's user avatar
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2 answers
237 views

Is there a way to hide Milestone header from milestone tracker

I want to hide "Milestone" header from Milestone time tracker .Is there a way to do it .
user75937's user avatar
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Entitlement process & Milestone [closed]

can we deploy Entitlement process & Milestone to another org. through Flosum deployment tool, If so then which component to include in snapshot to capture Entitlement Process & Milestones. ...
Priyank Patidar's user avatar
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Milestones, is it possible to have two active entitlements on one case?

I got this business rule request I am not sure Salesforce can manage, just want your input on it. Is it possible have two Milestones/Entitlements active in one case at the same time, the reason for ...
Daniel Wretman's user avatar
1 vote
1 answer
1k views

Entitlements and recurring milestone's start time and target time

I am new to entitlements and we are trying to leverage this for our service cloud. My business requirements are as follows: Requirements: Everytime a case status is set to "Response Received"...
codingislife's user avatar
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238 views

How ignore Entitlement Process in Salesforce DX CLI?

I tried many times to ignore the Entitlement process (with versioning enable) and was unable to do it. All Scratch organizations that I created, after the first push, the first pull return many errors ...
Leonardo P Macedo's user avatar
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I am writing a test class on Case object with entitlement, and I'm receiving an error message

When I execute my test class of " trigger class" on case object this error message is received: first error: FIELD_INTEGRITY_EXCEPTION, You can’t set an entitlement process' start time after any ...
Alvaro sevilla's user avatar
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800 views

Milestone Violation when Priority is Changed

Currently facing an issue where milestones are falsely being registered as violated when the priority of a case is changed. Here is how our entitlement process is setup for the first response ...
Chris Bohlman's user avatar
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1 answer
1k views

Why is my entitlement not stopped during support holidays?

I have an entitlement process with a single milestone in it. I've created a support holiday and linked it to the business hours record I have set up on the milestone and on the entitlement process. ...
Valyrion's user avatar
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Not able to query custom field on CaseMilestone

I have created a custom field on CaseMilestone, But i am not able to do a query that particular field. is that a restriction from salesforce or i am missing something ? Regards Nirmallya
Nirmallya Ghosh's user avatar
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Entitlement Process Deletion Issues

So, first things first. What I am trying to here is to Delete a version of Entitlement Process. While doing so I got a list of Cases with this: You can't delete this entitlement process because it'...
Kamal Thakur's user avatar
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1 answer
6k views

"Cannot update SLA process that is in use" when deploying an SLA process, but it is not in use

Two organizations have the same entitlement process. One of them is outdated and I created a change set to update it. When deploying to the outdated org, I get this message. When we try to delete an ...
Renato Oliveira's user avatar