Simple play icon Course

Managing Entitlements and Milestones in Salesforce Service Cloud

by Adrien Sacco

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.

What you'll learn

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.

Course FAQ

What will you learn in this Salesforce tutorial?

In this course, you will learn what entitlements and milestones are within Salesforce, the 3 different types of entitlement models, and how to configure an entitlement.

Are there any prerequisites for this course?

Before taking this course, you should be familiar with the Salesforce platform and the Service Cloud Administration.

What are Salesforce Milestones used for?

Milestones are useful tools that let you define required steps during a support or resolution process. They ensure that the workflow for customer support is indeed enforced, resulting to quality customer services and better customer experiences.

Who is this course for?

This course is for anyone who wants to learn how to utilize Salesforce milestones and entitlements to improve processes at your company.

What are some of the benefits of Salesforce?

Some of the key benefits of Salesforce are: customer information database, account planning capabilities, time management resources, team collaboration, and cross organization accessibility.

About the author

Adrien Sacco is a Salesforce Certified Professional and Consultant, with 10+ 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.

Ready to upskill? Get started