Hi,
I have implemented omni and created milestone and entitlements however the component is not showing the milestone on the case.
The milestone should start when the case record type is created, the routing is working fine and assigns to the lest active agent but just not starting the milestone
Also should the milestones show up in the supervisor view as they are not there either.
Thanks in advance for any help.
Lorr
2 Antworten
Hi Lorraine, I agree with Heiko, it sounds like your entrance criteria may be off. This entitlement Trailhead may be able to help you resolve your issue. Best to you, you’ve got this. Happy trailblazing🌞 Check out Create an Entitlement Process on @trailhead #TrailheadGOhttps://trailhead.salesforce.com/en/content/learn/projects/set-up-case-escalation-entitlements/create-entitlement-process