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Service Cloud Super badge Error - Challenge no 3
Hi Folks,
I am attempting Service Cloud super badge which was recently released. I am trying to complete challenge no 3 - Create service level and actions.
We have to set up minimum response time and resolution time. The problem I face here is I do not see the response time in minutes.
In the challenge, it mentions 20 minutes and I am not finding a way to set minutes, every process(Time-based workflow, Entitlement hours, Escalation rules) are in hours and there is no provision to set in decimal.
Am I heading in the right direction? Please suggest.
I am attempting Service Cloud super badge which was recently released. I am trying to complete challenge no 3 - Create service level and actions.
We have to set up minimum response time and resolution time. The problem I face here is I do not see the response time in minutes.
In the challenge, it mentions 20 minutes and I am not finding a way to set minutes, every process(Time-based workflow, Entitlement hours, Escalation rules) are in hours and there is no provision to set in decimal.
Am I heading in the right direction? Please suggest.
All Answers
https://help.salesforce.com/articleView?id=entitlements_milestone_actions.htm&type=5
Entitlements are tricky, but take your time and I'm sure you'll do fine. Most of the requirements look like we're going to be building Milestones anyway.
And if you've got any pointers or Step 2...I'm all ears. I've setup the assignement rule as well as the default case owner and it's STILL giving me the error.
Thank you for your reply. I did not see the milestone action in entitlement. Had to scroll down a little bit. I was able to create an email alert before 45 mins and a task after 10 mins as per the super badge challenge. Just letting you know that I had to name milestones as "Initial resolution", "Initial Resolution 2" and "Initial Setup" as milestone names in order to overcome this error. However, though I have configured all these properly, I get the below error.
"Challenge Not yet complete... here's what's wrong:
Ensure Milestones are configured properly for Medium Priority Cases"
Try adding a condition:
Case.Priority equals low
And set the Milestone Order to be 3.
Create seperate milestones for high, low and medium priority case milestones.
NOTE: The above is the experimentation i tried to pass the challenge. Hope it will work for you too.
Thanks,
~VIP
I tried the same but couldn't pass, the error was:
We can't find the correct Milestones for High Priority Cases. Ensure Milestones are configured properly for High Priority Cases.
High priority milestones are:
Screen shot 1:
Screen shot 2:
I see you only have 2 out of the three required Milestone steps in your Entitlement Process. You need one "Initial Response" step with no criterias, and then you need one "Resolution Time" for High Importance Cases and a third "Resolution Time" for Low and Medium Cases. When you create the two "Resolution Time" steps you reuse the same Milestone that you already created. I think this will give you a hint on how to complete the step:
Hope it helps!
/Jesper
I also had issues with step 2. When I deactivated the rule, and then activated it again (no other changes) then it suddenly worked for me. You can try it out.
However I am still not passing the challenge, this is the error I get:
We can't find Entitlements on the Case Lightning Page. Ensure Entitlements are visible on Cases in Lightning.
I have added entitlement to Case:
Also, entitlement as a tab in the app:
Not sure where I am going wrong.
~VIP
I had to add a milestone component to page layout. Was able to pass the challenge after that.
Wish the error messages were descriptive sometimes ;)
~VIP
1. Go to Case details
2. Click on Settings icon and click on Edit Page
3. Now Drag Lightning component Milestones from the left side bar and give it Org wide settings and save
It worked for me, please try this one.
~VIP
We can't find the correct Milestones for High Priority Cases. Ensure Milestones are configured properly for High Priority Cases.
Here's my config:
"Challenge Not yet complete... here's what's wrong:
We can't find the Entitlements Tab on the Console. Ensure there is a tab on the service app to see support level assignments overall."
1) I have added the Entitlements tab to the console like this:
2) I have added the milestone lightning component:
3) I have added the "Entitlements" tab to the regular Service app:
4) I have added the entitlements related list on account:
What am I missing???
At the end, how did you solve it? I read all the thread and checked twice my config but the challenge still retrieves the error.
Thanks for helping me!
Cris
I am stuck on Challenge 3 as well...
I am getting the following issue - "We can't find the Entitlements Related List on the Account Page Layout. Ensure you can add a Cirrus Support Plan when viewing an Account record." My account page is showing the Entitlements related list and I can choose Cirrus Support Plan as one of the Entitlements. Is there somewhere else I should be able to choose a Cirrus Support Plan? I feel like this must be in the incorrect place. Any thoughts or suggestions would be greatly appreciated! Thank you!
Can you please tell me how did you solve your problem.I'm stuck on the same step with same erro.
I solved issue by adding Entitlement in navigation bar of Cloudy service app.
Personally, I consider this bad practice as there are standard milestones that do exactly the same thing using comparable language so insistence on us duplicating them seems silly. But there you go, that was it for me
Challenge Not yet complete... here's what's wrong:
We can't find a Contact Customer Case Task. Ensure a High Priority Task is created for the case owner to contact the customer.
This is how I've set up my Entitlement process. Also I created a case where the related account has above Entitlement assigned and a task with high priority got created, So I really can't figure out what could be missing.
Please help me, thank you
We can't find a Contact Customer Case Task. Ensure a High Priority Task is created for the case owner to contact the customer.
i already create as per the instruction below but afte create of this also i get same error.
Initial Response Should be completed within 20 minutes for low-, medium-, and high-priority cases. If this isn't completed, 10 minutes later a High priority task should be created for the case owner to contact the customer.
please help me on this.
For anyone facing the "We can't find the Entitlements Tab on the Console" error, keep in mind that we've renamed our Console to "Cloudy Support Services Console". Make sure You've added the "Entitlements" in Navigation.
I took an afternoon off and when I came back I forgot about that small detail and kept adding tabs to the wrong Service and Sales Console Apps.