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Anju Alexander 5
Entitlements
Hi All,
please tell me what is the difference between escalation, milestones and entitlements? I am really getting confused
Thanks
please tell me what is the difference between escalation, milestones and entitlements? I am really getting confused
Thanks
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.
http://blog.edlconsulting.com/salesforce-com/using-entitlements-and-milestones-to-develop-case-automation-in-salesforce-com/
https://success.salesforce.com/answers?id=90630000000gjRdAAI
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Thanks for helping.