I've been looking into using entitlements and entitlement templates on cases for our managed services but I'm not sure I'm going the right route when some customers may purchase multiple services. What have others found works best?
Hello,
Whenever I've implementated Service Cloud and used Entitlements and Milestones I've created a flow to automatically assign the correct Entitlement whenever a case is created which then spurs the creation of the necessary milestones.
If you have a Account with different Entitlements this would become tricky of there is no indicator on the case to be able to automate the process.
Without such a Indicator you can either teach Service Agents to select the correct entitlement and make this necessary be selecting the field as required or use a flow with a add on from the app exchange to display the related entitlements in a table and then get them to select the right one.
Thanks Tom
