This post is in case anyone else besides me is desperately trying to understand why the lookup filters on case fields listed in the setup under “Entitlement Settings”
are not working.
Salesforce Support has confirmed that these
only apply in Classic, not in Lightning, but this restriction is not currently noted in the documentation (which is here).
#Entitlement Management #Case Management
Trying to delete Entitlement Process, but recieve error "You can't delete this entitlement process because it's applied to one or more entitlements. Remove it from the entitlements and try again."
It provides 2 links to the Entitlement in question. Clicking that link results in error:
Looks like there's a problem.
We couldn't find the record you're trying to access. It may have been deleted by another user, or there may have been a system error. Ask your administrator for help.
All entitlements have been deleted and removed from the Recycle bin.
Any cases that would have an entitlement have been deleted and removed from the recycle bin.
I've logged out, cleared cache, used a different browser.
#Trailhead #Entitlement Management #Milestones & Entitlement Management #Service Cloud #Entitlement Name
,
Kindly make sure that you have deactivated the entitlement process. If any case / asset uses the process, you'll probably insert it from code. That should be stopped as well.
Ans yeah this is a known issue from SF.
Ref -
https://help.salesforce.com/s/issue?id=a028c00000mNU0oAAG
Please follow the steps in this article.
Thanks
By default I assign and active an entitlement to an account when it is created. When the contact associated with the Account is also created, I want to assign either the associated entitlement to the contact, or the contact to the entitlement, either is fine.
I'm having issues working out how to do that in the flow, as the options seem to be limited to making field updates, which doesn't include the functionality I require, or the assignment element, which also doesn't look like it is providing the functionality I require.
Please can someone advise if they've experienced this issue as well or something similar? Thanks
#Flows #Entitlement Management #Milestones & Entitlement Management
Forum Ambassador
Hi @Paul Fores,
Is the intended result that the Contact is added to the same Entitlement which has been assigned to the Account?
Example:
If so, here's a prototype for how you might approach this in Flow:
They is a error in entitlement management https://curious-shark-647kgt-dev-ed.lightning.force.com/lightning/r/Product2/01t2w000007HlxeAAC/view plz check it is coming error
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?
Forum Ambassador
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
I'm having trouble with the module, Entitlement Management, whenever I go to add an entitlement template to a product.
I added the entitlements template Related List to the product page layout and when I go to view a product's related lists, the entitlements template Related List doesn't show and I have granted permissions for my profile for field accessibility for the Entitlement Name field as well.
Can anybody help? I've created four different playgrounds, refreshed pages, and granted extra permissions to additional profiles but the Entitlement Template still doesn't show up under the Related Lists tab within a product record.
Hello all,
Can anyone please tell me How and where to create Entitlement Tab to complete the module Entitlement Management.
To Create an Entitlement I need to have a Entitlement Tab, But it was asked there to create a Entitlement Tab but did not mentioned where and how to create it.
So please Kindly let me know what to do.
Thanking you in Advance.
Hoping a positive Response
I noticed that the second module of Week 4 (Entitlement Management) is intended to be used in Salesforce Classic as opposed to the lightning experience. Is this intentional?
Hello everyone,
here is the homework for next week:
see you next Monday
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.