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Anju Alexander 5Anju Alexander 5 

Entitlements

Hi All,

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

Thanks
sweetzsweetz
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

http://blog.edlconsulting.com/salesforce-com/using-entitlements-and-milestones-to-develop-case-automation-in-salesforce-com/
Gaurav NirwalGaurav Nirwal
Another link can provide the further details of the differnce between escalation, milestones and entitlements

https://success.salesforce.com/answers?id=90630000000gjRdAAI

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

Thanks for helping.