Managing Work Orders23% of the exam
Work order milestones and entitlement processes
How milestones reach work orders through a Work Order entitlement process, how a milestone's criteria, start time, time trigger, business hours, actions and recurrence are configured, and how object milestones are tracked, paused, completed and reported on a work order.
Illustrate how to configure Work Order Milestones.
~7 min read · 13 practice questions ·
What the exam expects
- Set up milestones on work orders in order: milestones in Setup, a Work Order entitlement process, the entitlement, then the work order.
- Explain why a Case entitlement process never runs on work orders and why a process's type can't be changed.
- Configure a milestone in a process: criteria, start time, time trigger (minutes or Apex class), business hours, warning, violation and success actions, and recurrence type.
- Track, pause, complete and report work order milestones (Object Milestones, Stopped, Completion Date, report type).
- Model separately tracked tasks so each gets its own milestones.
Key terms:
- Entitlement process: a timeline of milestones with a type, Case or Work Order, that runs only on matching records.
- Object milestone: a milestone on a work order (EntityMilestone object); case milestones are a separate object.
- Time trigger: an offset from the milestone's target; negative for warnings, positive for violations.
- Recurrence type: whether a milestone occurs once, independently or sequentially.
- Stopped: work order checkbox that pauses its milestones.
Key facts
Records that support milestones
- Detail
- Cases, work orders, incidents
Process type
- Detail
- Case or Work Order, chosen at creation, never changed
Processes before Summer '16
- Detail
- Use the Case type
Milestone business hours order
- Detail
- Milestone, then process, then record
Milestone start time
- Detail
- Process entry or when criteria are met
Dynamic trigger time
- Detail
- Apex class on the milestone
Warning vs violation
- Detail
- Negative vs positive offset from the target
No Recurrence
- Detail
- Occurs once until the process exits
Stopped field
- Detail
- Needs "Enable stopped time and actual elapsed time"
Object milestone records
- Detail
- Updatable, not creatable; Completion Date updatable
Work order milestone report
- Detail
- Object Milestones custom report type
Sources for this section (6)
- Supported Objectshelp.salesforce.com (opens in a new tab)
- EntityMilestonedeveloper.salesforce.com (opens in a new tab)
- EntitlementProcessdeveloper.salesforce.com (opens in a new tab)
- MilestoneTypedeveloper.salesforce.com (opens in a new tab)
- WorkOrderdeveloper.salesforce.com (opens in a new tab)
- Work with Milestoneshelp.salesforce.com (opens in a new tab)
- Why might the Stopped field be missing from a work order?
- Which work order field records when it exited the entitlement process?
- When do a violation trigger's actions not run?
- Which work order field records when its milestones were paused?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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