Sonoma Partners Microsoft CRM and Salesforce Blog

Take Your Salesforce Service the Extra Mile with Entitlements and Milestones

Today's blog post was written by Sarah Parise, Business Analyst at Sonoma Partners.

Leveraging Salesforce cases and work orders is great, but are you looking for more insight into your how service agents are actually doing? Salesforce’s Native Milestone and Entitlement Processes can provide a clearer picture of how effective your service agents handle their work. With these insights, you can finetune your support processes, find bottlenecks that affect your customers, prioritize incoming requests, and provide better, quicker service for your customers. Win, win, win. So how does it work?

Milestone and Entitlements are a native feature of the Salesforce Service Cloud.

They allow you to create service processes for your customers in the form of Entitlements made up of multiple Milestones. Entitlements denote what service process a customer is entitled to based on attributes such as what Tier of Account they are, what type of products they’ve purchased, or if they have any additional support contracts. Milestones represent steps in each Entitlement process, such as responding to a client email, ordering a new part, or having a field agent complete an appointment with a customer. On each milestone you can denote an amount of time each step should take.

Each case or work order is then associated with an entitlement, and you can then track progress toward each of the entitlements milestones, and whether or not your agents are in violation or approaching violation on a step in your service process.

A violation has occurred on an Initial Customer Response milestone.

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You, in turn, can report on milestone and violation metrics through native Salesforce reporting functionality, like in the example below.

Example of Milestone and Entitlement Reporting

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Violation notifications work hand-in-hand with the Milestones Console widget. Agents can leverage the this widget to see, in real-time, whether they are currently in violation of a required step for their cases or work orders. The Violation status on the widget shows if your users are reaching an upcoming milestone, have passed and violated a milestone, or are in good standing. Additionally, you can automate email alerts, tasks, field updates and outbound messages when milestones change in status to help agents prioritize and stay on top of their work loads.  

The Milestone Tracker on a Case Record

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Typically, Salesforce milestones tracking is related to certain Service Level Agreements associated with your Accounts, Contacts, and their associated orders. This is to allow you the flexibility to specify what type of support your customers receive and enforce different milestones, such as email response time account status or the Service Agreements that they have purchased.

However, how do you handle it if you don’t have different Service Level Agreements for different Accounts or Products? Recently, a customer came to us with this very question. Out of the box Salesforce Milestone tracking requires you to manually add different Entitlements or Service Level Agreements to your Account and Orders, but we needed a solution that was more automated, and provided the ability to track milestones against items in the system that weren’t cases or work orders.

To handle the need for one entitlement process for all customers, regardless of product or account type, we created a custom code that auto created the create Entitlements for each Account and Contact in system. This trigger also automatically associated that entitlement to all incoming cases, removing manual steps for both their sales and service teams!

For more information about how to set up entitlement and milestone tracking for objects not natively supported by Entitlements and Milestones look out for the second part of this blog post coming soon!

Topics: Salesforce