entitlements-and-milestones

Entitlements and Milestones

This skill activates when an org needs to define and enforce time-based SLA commitments on cases using Salesforce Entitlement Management. It covers the full configuration path from enabling entitlements to wiring milestone actions that fire email alerts, create tasks, or update fields when SLA thresholds are approached or breached.

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Before Starting

Gather this context before working on anything in this domain:

• Confirm Entitlement Management is enabled: Setup > Entitlement Settings > enable Entitlements.
• Know the business hours schedules in use. Milestone timer behavior depends entirely on which business hours object is attached — process-level or milestone-level.
• Confirm whether the org uses Products & Price Books to sell support contracts. Entitlement templates attach to products, but in Lightning the attachment UI does not exist — a Flow is required to auto-apply entitlements on product purchase.
• Clarify whether SLA clocks should pause outside business hours or run 24/7. This is a common misunderstanding that causes milestone timers to fire at unexpected times.

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Core Concepts

Entitlement Processes

An entitlement process is a timeline that cases move through once an entitlement is applied. It defines the ordered set of milestones a case must satisfy and the actions to fire when thresholds are hit. Each entitlement process has:

• A version — processes are versioned; a case stays on the version that was active when the entitlement was applied.
• A business hours reference — the default timer cadence for all milestones in the process unless overridden at the milestone level.
• A start condition — when the process clock begins (e.g., on case creation, on status change).
• An exit criteria — when the process ends (e.g., case closed).

Entitlement processes support up to 10 milestones per process. Multiple processes can exist in an org (e.g., Platinum, Gold, Standard), and each is assigned to a specific entitlement record.