I have implemented web-to-case + entitlements / service contracts and an entitlement process.
How can I automatically create and assign an entitlement to a case? I now have to do it manually and only then does it trigger the entitlement process with the relevant processes. In my use case it concerns a case that needs to be picked up after 60 minutes when it is in the queue. I can assign an escalation rule but I would rather work with an entitlement process as you can add other milestones in the process to resolve the case according to SLA settings.