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

A timeline that includes all the steps (milestones) that support agents must complete to resolve a support record. Each process includes the logic needed to determine how to enforce the correct service level for your customers. Entitlement processes come in two types: Case and Work Order.

Not all entitlements need processes. For example, a simple entitlement might just state that a customer is eligible for phone support 24/7. If you need to add time-dependent steps or service levels to that definition—for example, if you want a supervisor to be notified by email when a customer’s case goes unresolved for two hours—you need an entitlement process.

- From "The Admin's Guide to Entitlement Management" documentation.

history | excerpt history