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Questions tagged [entitlements]

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

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Salesforce Milestones Timer when changing Entitlement with different Business Hours

I have an interesting use case and I would like to tap into your expertise to see the best way to achieve this (without code 🫣). I'll try to keep it as simple as possible. We have two teams: ...
Paulo Duarte's user avatar
-1 votes
1 answer
281 views

marketing Cloud - super messages

(1) Does SFMC have a feature within it, so as to calculate the usage of super messages and different channel usage ?? and DOES SF track and charge as of today / now their customers for super messages ...
suman's user avatar
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1 vote
0 answers
40 views

Unit Test Entitlements Status shows NULL

Following Salesforce docs, I createad a class that assignes milestones to cases. If the account has an entitlment, then it creates milestones. The class works super!. The problem is the unitTest class ...
Giancarlo Amati's user avatar
0 votes
1 answer
924 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
  • 452
0 votes
1 answer
2k views

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
0 votes
1 answer
735 views

Where can I find standard validation rules?

In a developer org, although validation rule lists are empty, checks are performed against data. E.g. trying to create an Entitlement record may lead to an error "The number of Remaining Work ...
Corram's user avatar
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0 votes
0 answers
673 views

Trigger on case Email-To-Case

This is my trigger trigger CaseTrigger on Case (Before Insert, Before Update) { for(Case c:trigger.new){ if(c.ContactId == null && c.AccountId == null){ c.AddError('*****...
user's user avatar
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0 votes
1 answer
2k views

CaseMilestone on Apex test class

I have been trying to test a business process that uses Case/Entitlements/EntitleMent Processes/ and CaseMilestones. All these components are working just fine and there are not issues whatsoever in ...
Carlos Naranjo's user avatar
0 votes
2 answers
975 views

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
0 votes
1 answer
631 views

Close Milestone with Process Builder

I am working with Milestones, and have setup a field update that checks a box on the case. I then went to Process builder and had the milestone close when that box is checked. If you manually check ...
Gabe Sanchez'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
0 votes
1 answer
309 views

Entitlements - Lightning

In Lightning it is said that entitlements related list is not available on Contact. However, i cannot see them neither on the account's related list. Am i missing something?
Giorgos Galaios's user avatar
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0 answers
275 views

How to setup case SLA? Need to reassign case to backup approver queue after it crosses SLA timeline

I have requirement to setup SLA on case object. Req : after case submitted for approval the sla should start and hours would be normal hours (ex.40hrs). After 40 hours if case not get approved then it ...
raidu sai krishna teja's user avatar
3 votes
1 answer
3k views

How to check if a Date is within Business Hours for Multiple TImezones

I am working on a requirement to update a field if the LastModifiedDate lies within the Business hours of the user, viz. Monday to Friday between 8 AM to 5 PM. I have tried using the BusinessHours ...
Hemant Jain's user avatar
  • 2,785
2 votes
1 answer
387 views

Can we make case milestone record completion date uneditable for some users?

I was trying to hide the case milestone completion date for some profiles. I tried using page layout read-only option and we can't set field-level security for case milestone. Also, we can't write a ...
Abhiram Sheshadri's user avatar
1 vote
1 answer
1k views

Automating entitlement Management

I am working on an entitlement management project and the company wants to make sure that every case has an entitlement process associated to it: I looked at some of the APEX solutions as seen in ...
Matthew Metros's user avatar
0 votes
1 answer
434 views

Isolate multiple IF statements?

I'm running into some difficulty in getting a case milestone to update correctly. The context is that my Org had three departments, and three separate entitlement processes (which all completed on ...
shahvice's user avatar
0 votes
1 answer
767 views

Case Milestone - Upload via DataLoad / Bulk Create

I have created Case Milestones - First Response, but due to some criteria mismatch no records were created. Now we have corrected the criteria and the First response is being executed/completed for ...
C. Praveenkumar's user avatar
0 votes
0 answers
792 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
-2 votes
1 answer
225 views

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
0 votes
1 answer
2k views

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
0 votes
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
2 votes
1 answer
4k views

Milestones are disappearing after completion

I've setup an entitlement process with milestones (no-reoccurrence type) & entitlement, and assigned the entitlement to a case. The process is working great, but once a milestone is complete it ...
Ron Dadon's user avatar
  • 163
2 votes
1 answer
3k views

Milestone elapsed / actual elapsed / stopped times are always empty

I have a CompletedCaseMilestone custom object that I use to store the completed milestones for statistical analysis later. Everything is working great, but I came across an issue when I'm also using ...
Ron Dadon's user avatar
  • 163
2 votes
1 answer
1k views

Time based fields on CaseMilestone not showing any value

We have Entitlements and Milestones configured in our org and as standard functionality, Salesforce provides elapsed and stopped time in minutes, hours, and days format when a Case is on-hold (...
Mahmood's user avatar
  • 5,944
4 votes
1 answer
3k views

Dynamically create time trigger for warning and violation in milestone

While creating a milestone in entitlement process we specify warning and violation time statically. I have a custom date field in Case. The milestone should enter in warning state only when the ...
Jigar Trivedi's user avatar
0 votes
4 answers
3k views

Entitlement / Milestone field update doesn't trigger Process Builders

We have setup an Entitlement Process in our org which upon hitting milestones performs a number of field updates on the Case record. These checkboxes correctly update when the milestone is hit, ...
Jonathan Mills's user avatar
0 votes
1 answer
149 views

test class of account entitlement passed but zero coverage

`public class AccountEntitlementTriggerHandler { //VARIABLES Map<Id,Entitlement> entitlementMap {get;set;} List<Entitlement> entList {get;set;} public void OnAfterUpdate(Map<Id,...
teeshu's user avatar
  • 79
0 votes
0 answers
263 views

Cannot save Entitlement and Support Record Update Rule. Has anyone executed a workaround?

I have an entitlement process covering a large number of cases and entitlements. I am unable to save an Entitlement and Support Record Update Rule to update existing records to a new version of the ...
Scott_in_London's user avatar
2 votes
0 answers
711 views

Case Milestone Clock not appearing in Community Page Layout

While setting up community with case entitlements, the case milestone is not visible on Community login(case detail page). The user license used is 'Customer Community Plus'. The entitlement & ...
Priyanka's user avatar
  • 1,909
1 vote
1 answer
2k views

Milestone calculating weekend as a day

I created a entitlement and milestone. Given business hours as default hours in entitlement process. Created Milestone for 5 days(working hours). I am enabled "Show the time remaining in actual hours,...
Vijay Kumar's user avatar
0 votes
1 answer
2k views

Milestone Actions-Field update is not triggering on existing cases

I have a created new version of entitlement process by adding a milestone action of time trigger field update under violation Actions. I added a condition that a custom checkbox field should be ...
teeshu's user avatar
  • 79
0 votes
1 answer
850 views

How to remove linkage of Entitltement Process with Case from backend or programatically?

How we can remove the linkage of Entitlement Process with Case when we're using all the custom layouts with Visualforce pages? For ex: SELECT Id, CaseNumber, EntitlementId,Entitlement.Name FROM ...
user4798115's user avatar
0 votes
1 answer
1k views

SOQL to find out list of Cases associated with XYZ entitlement Process?

How can I get the list of Cases associated with the XYZ milestone name ? The below SOQL giving me only 1 records, but there could be 100 of such cases. SELECT AccountId, Name FROM Entitlement ...
user4798115's user avatar
0 votes
1 answer
682 views

Entitlement and Support Record Update Rule Detail doesn't works for Closed Cases?

I am using OOTB Entitlement Process and Milestone in our application. On Prod, I already have 1 active version of Entitlement Process having 4 milestones running under it. Few Milestone start time ...
user4798115's user avatar
0 votes
0 answers
204 views

Entitlement and Support Record Update Rule runing from past 2 days not complete

I am running Entitlement and Support Record Update Rule after creating a new version, but its running forever and stopped incrementing at certain of point of time and stuck. Couple of questions: Is ...
teeshu's user avatar
  • 79
0 votes
3 answers
3k views

How to stop recurrence milestone in apex

Hi I am using sequential milestone in our project. We also have initial response and resolution time milestones working on case. Sequential milestone we used to send an update to the customer between ...
user49343's user avatar
4 votes
1 answer
508 views

Admin But Insufficient Access Rights on SlaProcessId in Flow Execution

In sandbox, I have a flow with an element that creates an Entitlement. The SlaProcessId is the Id of an Entitlement Process; an Entitlement needs to lookup to an Entitlement Process for it to be any ...
Gabriel Rivera's user avatar
0 votes
1 answer
1k views

Arithmetic expressions must use numeric arguments for line-22

I have the workflow, which updates the field Case: On Hold Time when status=On Hold changes to any other value. PRIORVALUE(On_Hold_Time__c)+ NOW()- DATETIMEVALUE(On_Hold_Start_Time__c) where 1) ...
Sayali Shinde's user avatar
-2 votes
1 answer
844 views

Calculate Pause time for the Milestone across each Team when status = Pending?

I am using Entitlement Processes and Milestones. I have 5 teams (Team-A to Team-E). Any Team can get the Case assigned to their queue. When case is assigned to Team-A and Status=Pending, then need ...
Sayali Shinde's user avatar
0 votes
1 answer
569 views

Unable to include case owner in Entitlement Process Milestones

I have a requirement to provide customizable timelines to close a case with in specified time. So, i set up entitlement process but my requirement is to apply milestone for specific cases with ...
Pavan tej's user avatar
  • 1,460
1 vote
1 answer
2k views

SLAProcess in Test

I'm working on a trigger that will add an entitlement to an account after the account is inserted. In addition, the entitlement that is created will also have an SLA process ID associated with it. ...
Brohan's user avatar
  • 447
8 votes
2 answers
5k views

error deploying entitlement process via ant migration tool and changeset

I'm trying to deploy a new version of an existing entitlement process from one dev sandbox to a full copy sandbox using the ant migration tool. <Package> <types> <members&...
user2610036's user avatar
  • 1,039
1 vote
1 answer
2k views

Why Cant we access the `MilestoneStatus` field either on the `Workflow` or `Process Builder` or in `formula` field?

Why Cant we access the MilestoneStatus field either on the Workflow or Process Builder or in formula field ? As per current implementation, my Case Detailed page is pure custom and I have Entitlement ...
Ash_P's user avatar
  • 81
0 votes
1 answer
2k views

How to display Mile stone tracker in record detail page

we are going to setup entitlement process in our org.we created templates as well as Entitlement and milestones. But now as per standard we are able to display milestone tracker in case feed page. ...
Pavan tej's user avatar
  • 1,460
1 vote
0 answers
565 views

Deploying entitlements through SOAP API

I'm trying to deploy entitlement object meta data, layouts, and fields through the SOAP API. However, I keep getting an error: Invalid fullName, must end in a custom suffix ( for ex. __c ) As a ...
Brohan's user avatar
  • 447
-1 votes
2 answers
3k views

Why Milestone clock is not running?

I have created an Entitlement Process and Milestones, but the clock is not ticking up, What could be the reason ? I really need a quick help. The milestones are showing uo
user4567570's user avatar
  • 1,636
-1 votes
2 answers
2k views

Can the SLA fields Violation, Elapsed Time be shown up top at the case level

I am working on the OOTB Entitlement and Milestones. I want to show Milestones fields at the Case level like Violation, Elapsed Time and Target Response etc. Can the key Milestone fields Violation, ...
user4567570's user avatar
  • 1,636
2 votes
2 answers
2k views

How we can used two different business hours in an Entitlement and Milestones?

I am working on the OOTB Entitlement Process and Milestones. I have two different business hours Mexico and USA. I want my entitlement to be run for both the business hours, assuming 1 business hour ...
user avatar
0 votes
1 answer
908 views

Calculate the Total ElapsTime of each milestone on case

I am working on the Entitlement Process and Milestones. When the case is closed, I need to calculate Total ElaspseTime of all the milestones. I've taken a reference from link : How to calculate the ...
user4567570's user avatar
  • 1,636