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Topics#Trailhead Challenges

#Trailhead Challenges2,454 discussing

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han shi
Feb 1, 2:09 AM
No milestones to show

Hi Trailblazer Community, 

 

I have created the First and Respond milestones and added them to Platinum Entitlement process. And I also set Platinum Entitlement process as the process of Basic Phone Support Entitlement name. Then I created a case for that "Edge company" Account, changed the Support Level to Platinum and set the Basic Phone Support as the Entitlement Name for that Case. And I passed the Assignment as well. 

 

However, my milestones component shows there is no value, which I believe it should show the first and respond time cuz I am using Platinum entitlement process.  

 

What did I miss?  

 

Thank you 

 

 

 

 

#Trailhead Challenges

6 answers
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Saradar(Sajid) Gadyal (Business Analyst/Salesforce Admin at muVerity.com)
Mar 14, 2023, 4:51 AM
Set Up Case Escalation and Entitlements Create Service Contracts with Entitlements

In Trailhead admin above task not getting the related fields..

  1. Click the Related tab.
  2. Click New in the Entitlements-related list, and fill in the details.
    • Entitlement Name: Basic Phone Support
9 answers
  1. Colin M. Edgley (Independent)
    Oct 23, 2023, 9:05 PM

    I am having the same issue.  It does not seem to be assigning the case page layouts which I created in the first exercise Set Up Case Escalation and Entitlements > Create Support Processes properly, no matter what I do.  Because when I view a case, I cannot see the fields which were added to the "Product Support Case Layout".  It seems to just be displaying the default case layout, even though the Product Support Case Layout is active and was assigned as best as I can tell.  Am I missing something or is this a glitch?

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Vaughan M
Jan 29, 3:54 AM
Some elements not appearing as indicated

As I was proceeding through this trailhead, "Create Service Contracts with Entitlements," some of the elements that the steps were talking about, especially from the 'Log A Case To Test the Process' step on through the bottom, had several elements that did not appear anywhere in the places that the instructions said they would. This was rather confusing.   

 

Further details - Sorry, have not had the time to redo the entire section of the trailhead. I had been completing the portions of the section and verifying them in my Playground successfully each time. See screenshot. The trailhead said I had passed on the first try each time, so I was confused as to why certain things were not appearing. I had the screen magnified at 110%, so that shouldn't be so big as to hide all those parts? And I have multiple screens to follow the instructions carefully in every module.   

Some elements not appearing as indicated

 

 

 

#Trailhead Challenges

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Esteve Solene
Jan 14, 6:16 AM
In the Enter a new status name field, add these case statuses, clicking Add after entering each value.

Hi, I can't add case statuses, i am not allowed.

 

In the Enter a new status name field, add these case statuses, clicking Add after entering each value.

 

#Trailhead Challenges

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Symön Marcucci (SYSTEMS SPECIALIST at School Specialty LLC)
Nov 20, 2024, 12:56 AM
Error message: Value does not exist or does not match the criteria. on Contact name field for Case

Value does not exist or does not match the criteria error

Currently working on the Set Up Case Escalation and Entitlements > Create Support Processes

Challenge is to create a Service ticket fo Pat Stumuller. Creating the service case from the cases tab or from the contact page itself are giving me these same errors.

Not sure how  Pat Stumuller doesn't exist even when I attempt to create a support case from the contact page and even created a new contact several times.

 

Error message: Value does not exist or does not match the criteria. on Contact name field for Case

 

Screenshot 2024-11-19 185355.png

 

Screenshot 2024-11-19 185526.png

 

#Trailhead Challenges

3 answers
  1. Tushar Jadav (Biztech IT Consultancy PVT LTD)
    Nov 20, 2024, 4:51 AM

    Hello @Symön Marcucci,

    It could be helpful to review the lookup filter for the Contact Name field on the Case object. It's possible that the filter has some specific criteria that the selected contact is not meeting. To check the filter, go to Object Manager > Case > Contact Name, and you should be able to see it. You can try deactivating it to see if that resolves the issue.Hello ,It could be helpful to review the lookup filter for the Contact Name field on the Case object. It's possible that the filter has some specific criteria that the selected contact is not meeting.

     

    https://help.salesforce.com/s/articleView?id=000384986&type=1

     

    https://trailhead.salesforce.com/trailblazer-community/feed/0D54V00007LTCwISAX

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Melqui Gonzalez
Nov 2, 2024, 8:46 PM
Create an Entitlement Process - To create the second milestone. the "Resolution Time" option is not listed under the milestone name drop down list. What should I do?

#Trailhead Challenges

2 answers
  1. Eric Burté (DEVOTEAM) Forum Ambassador
    Nov 3, 2024, 9:37 AM

    Hello @Melqui Gonzalez, have you done the previous unit where you are requested to create the milestone: https://trailhead.salesforce.com/content/learn/modules/entitlement-management-for-lightning-experience/set-up-milestones ?

     

    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 that the milestone only occurs on time per case. There are also two other possible recurrence types:
      1. Independent milestones occur whenever the milestone criteria are met on the case.
      2. Sequential milestones occur on repeat when the milestone criteria are met on the case.
    5. Click Save.

    Eric

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Karen Mortimer
Oct 23, 2024, 10:31 PM
No System section in Profiles

For 

Set Up Case Escalation and Entitlements > Create Support Processes

 

#7. In the System section, click System Permissions

 

From Profiles from the Service Setup, for "Custom: Support Profile" I cannot find the "System Section" and hence cannot edit "System Permissions" as required for the challenge.

 

I created a new playground for this challenge as directed and have successfully added the new user Ada.

 

Screenshot has been added showing first part of the page I am on. 

 

Any guidance would be most appreciated.

 

Thanks

 

No System section in Profiles

 

#Trailhead Challenges

3 answers
  1. Srinivasa Reddy Somu (TheSalesforceDen)
    Oct 23, 2024, 10:39 PM

    Hi @Karen Mortimer,

    • You can directly search for the permission in the browser.
    • If you want to see the System Permissions section navigate to Setup > User Management Settings > enable Enhanced Profile User InterfaceHi ,You can directly search for the permission in the browser.
    •  
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