Entitlements, Milestones and Service Contracts

Service CloudEntitlements, Milestones and Service ContractsTurn support promises into enforceable SLAs: entitlement management setup, entitlement processes and versions, milestones and their success, warning and violation actions, CaseMilestone, business hours and holidays in Apex, service contracts and contract line items, entitlement templates, automatic entitlement assignment and milestone auto-completion.Advanced · about 75 minutesWhat you will learn

Explain how Entitlement, SlaProcess, MilestoneType, CaseMilestone and BusinessHours fit together

Design entitlement processes with milestones, criteria, recurrence and success/warning/violation actions

Version entitlement processes safely and understand what happens to in-flight cases

Auto-assign entitlements to cases and auto-complete milestones with bulk-safe Apex

Calculate SLA targets and elapsed time with the BusinessHours class and holidays

Model support agreements with ServiceContract, ContractLineItem and entitlement templates

Contents

Architecture

Setting up entitlement management

Entitlement processes

CaseMilestone: tracking the clock

Automating entitlement assignment

Auto-completing milestones

Business hours and SLA arithmetic in Apex

Service contracts, contract line items and entitlement templates

The milestone tracker and the agent experience

Reporting

Best practices

Common pitfalls

Hands-on exercises

Key takeaways