Milestones
Action: Customize | Cases | Entitlement Management | Milestones
We have created two milestones to track and report on performance.
1. First Response
A first response milestone represents how quickly your support organization must initially respond to a customer case when logged.
2. Resolution
Resolution time is usually defined as the time required to successfully resolve a customer issue.
Entitlement Processes
Action: Customize | Cases | Entitlement Management | Entitlement Processes
We have created an Entitlement Process i.e. Standard Support Process to customizable timelines that include all the milestones that support agents must complete to resolve a Case.
Entitlement section on Account
Entitlement section needs to be enabled from Page layout of Account object
Entitlement Creation
A sample Entitlement has been created for “Grand Hotels & Resorts Ltd” account.
Duration: 1 year
Type: Web Support
Entitlement Process: Standard Support Process
