Entitlements, milestones and business hours for SLAs
How entitlements on accounts, assets, contacts and service contracts point cases at an entitlement process, how milestones, their actions and business hours enforce SLA times, and how to track and report attainment.
Explain the capabilities, use cases, and how to configure service entitlements, milestones, assets, business hours, and service-level agreements (SLAs).
~7 min read · 5 practice questions ·
What the exam expects
- Choose where an entitlement lives (account, asset, contact or service contract) from how the SLA is sold, and use entitlement templates on products to create asset entitlements automatically.
- Build an entitlement process: milestones with time triggers, criteria and recurrence types, plus success, warning and violation actions.
- Decide which business hours a milestone uses, and pause milestones while a case waits on the customer.
- Show reps the countdown with the milestone tracker and report SLA attainment from case milestones.
Key terms: entitlement (a unit of support a customer is eligible for, such as phone support); entitlement process (the timeline of milestones applied to a support record); milestone (a required, time-dependent step such as first response); service contract (a support agreement such as a warranty or subscription); milestone tracker (the case-page component showing time remaining).
Key facts
- Detail
- Accounts, assets, contacts and service contracts
- Detail
- Up to 10
- Detail
- No Recurrence, Independent, Sequential
- Detail
- Minutes to complete the milestone
- Detail
- Milestone, then entitlement process, then case
- Detail
- 24 hours, 7 days, org default time zone
- Detail
- Case Stopped field; up to 300 times
- Detail
- Carried by a case created from the entitlement; otherwise needs an Apex trigger
- Detail
- Doesn't complete its milestone by itself
- Detail
- Cases with Milestones custom report type
Sources for this section (8)
- Entitlementshelp.salesforce.com (opens in a new tab)
- Milestoneshelp.salesforce.com (opens in a new tab)
- Set Up Support Milestonestrailhead.salesforce.com (opens in a new tab)
- Business Hours in Entitlementshelp.salesforce.com (opens in a new tab)
- Set Business Hourshelp.salesforce.com (opens in a new tab)
- Case Fieldshelp.salesforce.com (opens in a new tab)
- Use Entitlements in Casestrailhead.salesforce.com (opens in a new tab)
- Work with Milestoneshelp.salesforce.com (opens in a new tab)
- Why set business hours on a milestone instead of the entitlement process?
- When do warning actions fire, and when do they not?
- Which report type shows first-response and resolution attainment?
- How many milestones can one entitlement process hold?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Service Consultant pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 21 lessons of the Agentforce Service Consultant guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (5 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams