I am unable to figure out how to setup an SLA on a case automatically upon its creation. You can manually apply an entitlement to a case, which will then apply its Entitlement Process and milestones, but I'm not sure how to apply an entitlement to a case automatically upon its creation. Process Builder appears to be one way, but updating the Entitlement ID seems to require finding the ID of the Entitlement which I am not knowing where to go. I also don't want to have to re-invent the wheel here. It would seem that creating a case would automatically apply an SLA based on the account or queue used. Any idea how to best set up an SLA/due date routine/process in Service Cloud without diving into Apex?
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PB decision tree is one trunk looking for team name branches. If team name is ABC then entitlement id is 123 for example. The PB root is based on case creation or edit, so whoever did the last edit would have the entitlement changed to reflect the most recent edit.
