Hoping the community can help me figure out a problem my client is having with versioned Entitlement processes.
Scenario: We are in the final phases of a service cloud project, and in this project, we made a change to our Entitlement Management process. The Milestones on this project moved from 'No Recurrence' to 'Independent'. Therefore, we had to create new versions of the (8) entitlement processes currently in use, to accommodate the necessary adjustments in criteria.
Challenge: This organization has 6m+ Accounts, and 12m+ cases. The last time there was a change to a single Entitlement Process, the version update process took approximately 72 hours (without triggering new violations!). We are concerned that running the version update to all 8 Entitlement Processes will take significantly longer. This will affect the client's business processes, and 72 hours is quite a long time for a call center to have SLAs down.
Unfortunately, the current configuration of the Entitlement update rules don't allow any kind of filtering criteria - e.g. Open Cases. Upon contacting support, the client's admin was instructed to only run the process on open cases, but was unable to provide any detail on how to accomplish this.
Has anyone had a similar experience? Any best practices, tricks, tips you can offer on this? Maybe there's a backend way to update entitlement versioning that can be done in batches - eclipse maybe? Any help would be much appreciated!!
Thanks for the information - this is helpful!
We updated the milestone recurrence particularly because of the 'closed case' scenario. We are introducing the ability to re-open a case. If this happens, we need to add a new milestone to the case. Since we were 'no recurrence' before, the milestone would only ever occur once. Now with 'independent', we can have the milestone added as often as the case is re-opened by the customer, and have it dynamically update the criteria based upon the scenario which caused the customer to reopen the case.
