Set Up Required Support Steps

Learning Objectives

After completing this unit, you’ll be able to:
  • Define required steps (milestones) for your support team to follow when resolving a customer case.
  • Create a timeline of milestones that can be applied to customer cases.
  • Set up automatic actions to notify your support team when a step needs to be completed.

Create a Milestone

As part of your new push to provide speedy customer service, you’ve worked nights and weekends to devise a genius new Happy Customer policy: all high-priority cases must be closed within 4 business hours, and all medium- and low-priority cases must be closed within 16 business hours. Let’s set up an entitlement process (a.k.a. a customizable timeline of support steps) that enforces your new policy.

First, you’ll need to create a “master” milestone that you can add to as many entitlement processes as you want. Remember, milestones represent required steps in your support process.

  1. From Setup, enter Milestones in the Quick Find box, then select Milestones under Entitlement Management.
  2. Click New Milestone.
  3. Name your milestone Resolution Time, and enter a description so the support team knows what the milestone is tracking: The time given to resolve a customer’s issue. The countdown starts when the case is created and ends when the case Status is changed to Closed.
  4. For Recurrence Type, select No Recurrence. This means the milestone will only occur once per case.
    Just so you know, there are two other possible recurrence types:
    • Independent milestones occur whenever the milestone criteria are met on the case.
    • Sequential milestones occur on repeat when the milestone criteria are met on the case.
  5. Click Save.
Milestone edit

Boom! Master milestone created. Any time you want to see a list of master milestones in your org, just enter Milestones in the Quick Find box in Setup, then select Milestones under Entitlement Management.

Create an Entitlement Process

Now that you’ve created a master milestone, it’s time to add it to an entitlement process. That’s when you’ll add the specifics, like what the case resolution time should be for high-priority cases. Let’s create an entitlement process that represents your standard support terms.

Entitlement process setup
  1. From Setup, enter Entitlement Processes in the Quick Find box, then select Entitlement Processes under Entitlement Management.
  2. Click New Entitlement Process.
  3. If you see the option to choose a type, select Case.
    Note

    Note

    Wondering why you need to choose a type? Well, starting in Summer ’16, you can also create entitlement processes to track milestones on work orders, another type of support record. If work orders aren’t enabled in your org, you’ll only see the Case option. To keep things simple, this module just covers case entitlement processes.

  4. Name your process Standard Support, and enter this description: The default support process for customers.
  5. Don’t select Active. We’ll activate the process after we add milestone actions to it.
  6. If you’d like, select a business hours option.
    Tip

    Tip

    Business hours let you specify the hours when your support team is available to serve customers. If you don’t set any, your org defaults to 24/7 business hours.

  7. Leave the other fields as is, and click Save.
Entitlement process creation

Hats off to you! You’ve set up your Standard Support process, which can be applied to customers’ entitlements. However, your process doesn’t yet have any milestones. No problem! We can fix that by adding the master milestone you created.

Add a Milestone to an Entitlement Process

An entitlement process needs milestones to represent required support steps; otherwise, it’s just an empty framework. Let’s add your Resolution Time milestone so agents know how much time they have to resolve cases according to your standard support process.

  1. You should still be on the detail page of the Standard Support entitlement process you created. In the Milestones related list, click New.
  2. For Milestone Name, choose the Resolution Time milestone you created.
  3. The Time Trigger (Minutes) is the number of minutes agents have to complete the milestone—in other words, how long they have to resolve the case. Let’s revisit the terms of your Happy Customer policy:
    • All high-priority cases must be closed within 4 business hours
    • All medium- and low-priority cases must be closed within 16 business hours
    First, let’s tackle the high-priority case resolution limit. Enter 240 (that’s 4 hours x 60 minutes).
  4. Leave the Apex Class checkbox deselected. (This option lets you use Apex classes to calculate the time trigger dynamically, but for now, let’s stick to the basics.)
  5. Leave the Start Time and Business Hours fields as is.
  6. For Order, enter 1.
  7. Leave the Criteria field as is, and enter the criteria that must be met for the milestone to count down: Case: Priority EQUALS High.
  8. Click Save.
    Milestone creation
  9. Now, let’s set up the same milestone for your medium- and low-priority cases:
    1. In the Milestones related list, click New.
    2. For Milestone Name, choose the Resolution Time milestone again.
    3. Since medium- and low-priority cases must be closed with 16 hours, enter 960 in the Time Trigger (Minutes) field.
    4. Leave the Apex Class checkbox deselected.
    5. Leave the Start Time and Business Hours fields as is.
    6. For Order, enter 2.
    7. Leave the Criteria field as is, and enter the criteria that must be met for the milestone to count down: Case: Priority EQUALS Medium,Low.
    8. Click Save.

Nicely done! Your entitlement process now “knows” that high-priority cases must be resolved within 4 hours, and that medium- and low-priority cases must be resolved within 16 hours. Next, we’ll add a workflow action to notify agents when an open case is getting close to the resolution time limit.

Add a Milestone Action

Since you’ve done such a stellar job adding required steps to your standard support process, it’s time to move on to the big leagues. To keep agents in the know, let’s add a milestone workflow action that warns agents when an open high-priority case is approaching the resolution time limit.
Note

Note

Milestone fatigue is a common side effect of implementing the Happy Customer policy. If the thought of creating a milestone action has you reaching for the smelling salts, skip this step and head straight to “Activate Your Entitlement Process.” For future reference, just know that milestone actions can only be added before you activate an entitlement process.

Milestone actions
  1. You should still be on the detail page of the Standard Support entitlement process you created. In the Milestones related list, click the name of your milestone for high-priority cases.
  2. Under Warning Actions, click Add Time Trigger.
  3. Enter 1 and select Hours to have agents be notified one hour before the Resolution Time milestone expires.
  4. Click Save.
  5. Under your new time trigger, click Add Workflow Action and select New Email Alert.
    Warning actions
  6. Enter a description: 1 hour warning before milestone expires.
  7. In a separate window, create a simple email template in Setup that notifies the case owner that their case must be resolved within one hour. Then, select that template.
    Tip

    Tip

    New to email templates? Check out Create Text Email Templates.

  8. For Recipient Type, select Owner, then use the arrow button to add Case Owner as a selected recipient.
    Email alert setup
  9. Leave the remaining fields as is, and click Save. Now, case owners of open high-priority cases will receive a warning email one hour before the 4-hour resolution time limit is reached.
Whew! Go on, guzzle a chilled beverage and stretch out those entitlement process-crafting fingers. You’re in the home stretch!

Activate Your Entitlement Process

You’ve set up a fine-looking entitlement process that reflects your standard support process. Let’s switch it on so you can apply it to customer entitlements.

  1. Navigate to your entitlement process:
    1. From Setup, enter Entitlement Processes in the Quick Find box, then select Entitlement Processes.
    2. Click the name of the process: Standard Support.
  2. Click Edit.
  3. Select Active, and save your changes.

Apply Your Entitlement Process to an Entitlement

Now that your entitlement process is all dressed up and ready for business, you can apply it to any customer entitlement you want. This means cases created from the entitlement will follow the steps in that entitlement process. Let’s apply your entitlement process to the entitlement you created earlier so Hats, Inc. can enjoy your Happy Customer policy.

  1. Click the Entitlements tab.
  2. Click the entitlement you created in the previous unit.
  3. In the Entitlement Process field, use the lookup to select your Standard Support process.
  4. Click Save.

Now, cases created from this entitlement will automatically follow your Standard Support process. That means agents will see the Resolution Time milestone counting down on the case. Sweet!

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