Cloud Applications11% of the exam
Entitlements, entitlement processes and milestones
How milestones, entitlement processes and entitlements fit together, how entry and exit criteria, business hours and process type (Case or Work Order) decide which records get timers, how recurrence types schedule repeat milestones, and how versioning and Simplified SLA Setup change maintenance.
Explain how to create and maintain service entitlements and entitlement processes.
~6 min read · 5 practice questions ·
What the exam expects
- Build the chain milestone → entitlement process → entitlement so that timers appear on support records.
- Choose entry criteria, exit criteria and business hours for an entitlement process.
- Keep cases and work orders on processes and entitlements of the matching type.
- Predict when a recurring milestone's next occurrence starts.
- Update an in-use process with versioning, and know what Simplified SLA Setup changes.
Key terms:
- Entitlement: a customer's right to support, linked to an entitlement process.
- Entitlement process: a timeline of milestones for one record type, Case or Work Order (an SLA Policy in Simplified SLA Setup).
- Milestone: a required, time-dependent step such as First Response.
- Time trigger: the minutes a rep has to complete a milestone.
- Recurrence type: No Recurrence, Independent or Sequential.
Key facts
Order of setup
- Detail
- Milestones before entitlement processes
Process type
- Detail
- Runs only on matching records, Case or Work Order
Entry field
- Detail
- Custom date/time only, not custom date
Milestone actions
- Detail
- Locked once active and applied to a record
Linking a process
- Detail
- SLA Policy lookup on the entitlement
Sequential, finished early
- Detail
- Next occurrence starts at the previous Target Date
Versioning
- Detail
- Can't be disabled once enabled
Simplified SLA Setup
- Detail
- No versioning; processes are SLA Policies
Sources for this section (5)
- Create an Entitlement Processhelp.salesforce.com (opens in a new tab)
- Set Up Support Milestonestrailhead.salesforce.com (opens in a new tab)
- Recurrence Typeshelp.salesforce.com (opens in a new tab)
- Updating an Entitlement Processhelp.salesforce.com (opens in a new tab)
- Simplified SLA Setuphelp.salesforce.com (opens in a new tab)
- Why does a Case entitlement process never start milestones on work orders linked to the same entitlement?
- When should you activate a new entitlement process?
- What can a new version of an in-use entitlement process change about milestones?
- Why might an admin switch back from Simplified SLA Setup?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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