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Mahmood Syed 6Mahmood Syed 6 

Case Escalation rules vs Entitlement milestones

Hello There,

I am unable to decide whether to use escalation rules or entitlement milestones to acheive different types of SLA in our organisation. Can anyone please explain difference between both and which is the best option to setup different SLA processes on Cases?

Many Thanks.
Ramu_SFDCRamu_SFDC
The below article elobarates the use cases of case milestones, entitlements and escalation rules. Hope this helps !!

http://blog.edlconsulting.com/salesforce-com/using-entitlements-and-milestones-to-develop-case-automation-in-salesforce-com/
Mahmood Syed 6Mahmood Syed 6
Thanks for your help Ramu.
Gaurav NirwalGaurav Nirwal
Please use this link your problem can solved 

http://certifiedondemand.com/salesforce-com-certified-administrator/service-cloud/escalation-rules/