Entitlement Processes for Salesforce Entitlement for the cases gives you automated solution for the SLA's. To overcome user’s manual work and automate business processes to send notifications on escalations within response times. We will go step by step to configure the Entitlements as Below. 1. Search ‘Entitlement Settings’ from Quick search. It’ll enable Entitlement Process for your org. 2. Now Go to ‘Milestones’. Create new Milestone. Example – Let’s say, Priority field on Case has values as Low, Medium and High. If Case has SLA as A. If Priority is ‘Medium’ on case and the case is not Closed in next 8 hrs then it will escalate and send the Email notification. B. If Priority is ‘High’ on case and the case is not Closed in next 4 hrs then it will escalate and send the Email notification. In above case, we are going to create two Milestones for Medium and High Priority. This will represent Time-dependent steps in
Evaluate Each Record in Reports with Row-Level Formulas. You may have created the formula field on the object to get data in the report. But, now from Summer ‘19, we have row-level formulas in Salesforce. Row-level formulas enable us to create custom formulas to display in the report within the Salesforce report builder. That means we can quickly use the various formula like – Days to close, No of days since record created, etc. in our opportunity/object report without creating new fields on the object. This is a very productive win for admins, they can easily play with the data right within the report builder and display what we need without any extra configuration. This is a beta feature , so there is some limitation mentioned in the summer ’19 release note. To use “Row-Level Formulas” you need to enable it in Setup under report and dashboard settings. Go To | Report Tab| Open report | Click on the icon shown in the screenshot | Select Add Row-Level Formula (Beta)