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Manish NelekarManish Nelekar 

Enforcing service levels on cases

Hi All,

 

I want to enforce service levels on cases

I went through the Entitlement Management Implementation Guide but I am not getting the flow of all objects

 

from creating Milestone -> setting up entitlement process ->adding milestone to entitlement process -> Adding milestone actions to the entitlement process -> Adding the entitlement process to entitlements

 

I tried this on my sandbox but I am not getting how it is actually working ...??

How it checks for whether SLA is getting violated or not..how this process works..??

Can somebody explain this process..??

Or is there any workbook for this from where I can get how this process is working...??

 

Thanks in advance

 

Manish

AroraAnupAroraAnup

The following link should help you with the Entitlement Management setup in Salesforce. You may also want to refer to the following Help links to understand how Entitlements and Service Contracts works:

 

http://login.salesforce.com/help/doc/en/entitlements_about.htm

http://login.salesforce.com/help/doc/en/entitlements_best_practices.htm

 

In addition I would also encourage you to download the Entitlements Implementation guide from Salesforce.com.

 

Hope this helps!