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Entitlement and Reporting OR Alternatives?

Seeking insights on necessity of entitlement management/processes on a use case to create reports with regards to customer communication, case escalations, severity and case status. Would following use cases be possible on scope of entitlements only? What can be the other options?

> Ensuring initial feedback to customers within certain minutes or hours depending on Case Severity.
> Ensuring updates to customers on hourly or daily basis depending on Case severity.
> Reports on cases based on the timeline of initial feedback or update.
> Reports on escalated and pending cases.

Thanks a ton!



You would need Entitlement Management coupled with "Milestones" to meet your use cases.

Please see:

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