Entitlement Processes are the SLA timelines attached to Entitlements — "First Response in 30 minutes," "Resolve in 4 hours." They orchestrate Milestones that fire on the Cases using the entitlement, including pause/resume on Business Hours.
- Open Setup → Entitlement Processes
Setup gear → Quick Find: Entitlement Processes → Entitlement Processes.
- Click New Entitlement Process
Top-right of the list.
- Set Name and Active checkbox
Active = Yes for live processes; No for staging.
- Set Pause Type
Whether the SLA clock pauses outside Business Hours. "Allow Pausing of Case Milestones" must also be on at the org level.
- Set Entry / Exit / Recurrence options
Entry Criteria: when does this process start (Case status = New). Exit Criteria: when does it stop (Status = Closed). Recurrence: re-fire on certain conditions.
- Save → click Add Milestone
Each Milestone is a stage in the timeline — "First Response," "Restoration," "Resolution." Pick the Milestone (from Setup → Milestones), set Trigger Time formula, and Time Trigger field on Case.
- For each Milestone, configure Success / Warning / Violation Actions
Email Alert on Violation. Field Update on Success. The actions fire automatically based on the clock.
Required.
Required to be on for the process to fire on new Cases.
- Pause / Resume requires Allow Pausing of Case Milestones to be on at the org level (Setup → Entitlement Settings). Without it, the process pauses on the Case but the clock keeps running.
- Milestone Tracker is a separate Lightning component. Without it on the Case page, agents can't see the SLA countdown — easy oversight.
- Activating a new version of an Entitlement Process doesn't retroactively apply to existing Cases. New Cases pick up the new process; existing Cases stay on the version they started with.