Use Entitlements and Milestones to Drive Case Automation

Abstract

Salesforce.com’s Entitlement Management feature (utilizing entitlements and milestones) is a bit of an outsider in the world of Salesforce.com configuration and development. While it’s likely that most of you familiar with the power of the Force.com platform have heard of entitlements and milestones, it’s probably a safer bet that you have not yet touched them from an admin perspective yourself. Unless you’re fortunate enough to have spare time to research different areas of Salesforce.com at your leisure, you’ll want to know that this topic is relevant to you and can bring potential value when building future solutions. Here’s a quick test to see if that’s your situation: