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Managing Entitlements and Milestones in Salesforce Service Cloud

Entitlements and Milestones are among the most powerful features in Salesforce Service Cloud. This course will teach you how you can leverage them to put in place strong SLA governance for your Service Cloud users.
Course info
Level
Intermediate
Updated
Apr 8, 2021
Duration
1h 9m
Table of contents
Description
Course info
Level
Intermediate
Updated
Apr 8, 2021
Duration
1h 9m
Description

Enforcing SLAs in a Service Cloud organization can be complicated if you don’t use the proper toolset. In this course, Managing Entitlements and Milestones in Salesforce Service Cloud, you’ll learn to set up and manage SLAs right from inside of Service Cloud. First, you’ll explore the relationship between the Entitlements and Milestones Objects. Next, you’ll discover how to choose the proper Entitlement Model for your company. Finally, you’ll learn how to automate warnings and automated actions based on how your users behave regarding SLAs. When you’re finished with this course, you’ll have the skills and knowledge of Salesforce Entitlements and Milestones needed to help your stakeholders have strong SLA governance, right from Salesforce Service Cloud.

About the author
About the author

Adrien Sacco is a Salesforce Certified Professional and Consultant, with more than 7 years of experience implementing CRMs and Marketing Automation technology. He is extremely passionate in helping others learn what they need to succeed in their career.

More from the author
Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi, everyone. My name is Adrien Sacco, and welcome to my course, Managing Entitlements and Milestones in Salesforce Service Cloud. I am a Salesforce Certified Professional, and it will be my pleasure to teach you how to use entitlements and milestones. Entitlements and milestones are one of the most important features in Service Cloud. Learning about those will allow you to help your company be more efficient, focused, and productive. In this course, we are going to learn what entitlements and milestones are, what are the three different types of entitlement models and how to choose the right one for your company, how you can configure entitlement processes to automate the deadlines on cases, and much more. By the end of this course, you will know how to properly set up an entitlement process made of milestones at your company. Before beginning this course, you should be familiar with basic Salesforce and Service Cloud administration. I hope you'll join me on this journey to learn entitlements and milestones with the Managing Entitlements and Milestones in Service Cloud course, at Pluralsight.