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Anju Alexander 5Anju Alexander 5 


Hi All,

please tell me what is the difference between escalation, milestones and entitlements? I am really getting confused

Entitlements - Entitlements simply determine what type of service a customer is supposed to receive. To track who is entitled to expedited service based on an SLA.
Milestone - Milestones are required steps in a support process. They're metrics that respresent service levels to provide to customers. Examples of milestones are: First response and resolution times
Escalation rules - Escalation Rules allow you to send emails or change case ownership based on criteria and time.
Gaurav NirwalGaurav Nirwal
You can this link to differenciate them

Gaurav NirwalGaurav Nirwal
Another link can provide the further details of the differnce between escalation, milestones and entitlements


Please mark as best answer if your problem can solved
Anju Alexander 5Anju Alexander 5
Hi Matthews,

Thanks for helping.