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.
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.
Table of contents
Course FAQ
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.
Before taking this course, you should be familiar with the Salesforce platform and the Service Cloud Administration.
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.
This course is for anyone who wants to learn how to utilize Salesforce milestones and entitlements to improve processes at your company.
Some of the key benefits of Salesforce are: customer information database, account planning capabilities, time management resources, team collaboration, and cross organization accessibility.
