MeshMesh from Salesforce
Service Cloud

Configure Entitlement Management Milestones

Cases get the right entitlement and SLA clock on their own: entitlement processes, milestones and tracking are set up, and MeshMesh troubleshoots milestones that do not behave as expected.

34 tasks
Method

How MeshMesh does it

  1. Creates entitlement records and SLA milestones for the target accounts.
  2. Deploys a permission set so the entitlement fields are visible and editable.
  3. Builds the automation that assigns entitlements to cases:
  • a before-save flow, or
  • for Email-to-Case, a support-tier field on Asset with Apex triggers, tests and record-triggered flows.
  1. Updates page layouts and adds SLA reports.
  2. Checks the result end to end with a test case or demo data and confirms the milestones are tracking.

When cases arrive by email, the related setup is Configure Email-to-Case Intake.

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Service Cloud

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