I have installed the really useful and powerful Entitlements Application. This addresses a previously big hole in the Support side of SF. Now we can calculate and display response and resolution times as well as track SLA violations. The will close the loop so that everything can be managed in SF.
Unfortunately I have a fairly significant issue with the implmentation. In the following instances the Entitlement for a case is properly assigned:
- A case is logged by a SF user on behalf of a customer.
- A customer raises a case via Mail-2-Case
- A cusomer raises a case via Self-Service Web Site
The entitlement is not assigned correctly when the case is logged via the Customer Portal. We have some customers who only use the Customer Portal so this is a big problem. According to release notes it should work so it is likely that I have not configured something correctly but I have not been able to identify it.
If anyone has any advice or similar experience that would be really great.
I have installed the really useful and powerful Entitlements Application. This addresses a previously big hole in the Support side of SF. Now we can calculate and display response and resolution times as well as track SLA violations. The will close the loop so that everything can be managed in SF.
Unfortunately I have a fairly significant issue with the implmentation. In the following instances the Entitlement for a case is properly assigned:
- A case is logged by a SF user on behalf of a customer.
- A customer raises a case via Mail-2-Case
- A cusomer raises a case via Self-Service Web Site
The entitlement is not assigned correctly when the case is logged via the Customer Portal. We have some customers who only use the Customer Portal so this is a big problem. According to release notes it should work so it is likely that I have not configured something correctly but I have not been able to identify it.
If anyone has any advice or similar experience that would be really great.
