Case Milestone Object Salesforce

For the resolution milestone a timer could be used that would stop when the case status is with client or closed.

Case milestone object salesforce.

Associated objects feed history ownersharingrule and share objects. I then updated the entitlement process case exits the process to be based on custom criteria. Entitlement processes are customizable timelines that include all of the steps or milestones in salesforce lingo that support agents must complete to resolve a case. Our milestones are triggered when a field is complete and so we have open cases with and without milestones and a requirement to report on all open cases together with milestone information when it is available.

However since the case milestone gets added updated after all case triggers have run we have to use an future call to update a field on the case. Ideally there would be a timer custom object or custom setting that case milestones would look up to. One could specify which timer should be used for which case milestone. Once you set up a process you can apply it to as many customer entitlements as you need.

So i created a custom checkbox field end entitlement process on the case object. This is a hidden field and will always be false. Name your milestone resolution time and enter a description so the support team knows what the milestone is tracking. While we could build workflow to pull the milestone information into the fields on the case object this is a somewhat clunky workaround.

For example for the update milestone a timer could be used that would not stop until the case is closed. To enforce time dependent support steps like these on cases you can use a nifty tool called an entitlement process. Some agents clsoe the case without marking some milestones complete. Ability to add custom fields to case milestone objects is critical to ensure organizations are able to update to obtain key metrics and or milestone visual data i e.

The time given to resolve a customer s issue. In order to show service breach time sbt on a case we use the target date from the case milestone object. Amt of time case is overdue specific to their business. For recurrence type select no recurrence.