SlaProcess

Represents an entitlement process associated with an Entitlement. This object is available in API version 19.0 and later.

An entitlement process is a timeline that includes all the steps (MilestoneType records) that your support team must complete to resolve cases. Each process includes the logic necessary to determine how to enforce the correct service level for your customers.

Supported Calls

describeSObjects(), query(), retrieve(), search(), describeLayout()

Special Access Rules

As of Summer ’20 and later, only Salesforce admin users, users with access to the Case, Entitlement, or Work Order objects, and users with the View Setup and Configuration permission can access this object.

Fields

Field Details
BusinessHoursId
Type
reference
Properties
Filter, Group, Nillable, Sort
Description
Required. ID of the BusinessHours associated with the entitlement. Must be a valid business hours ID.
Description
Type
textarea
Properties
Filter, Nillable
Description
A description of the entitlement process.
IsActive
Type
boolean
Properties
Defaulted on create, Filter
Description
Indicates whether the entitlement process is active (true) or not (false).
IsVersionDefault
Type
boolean
Properties
Defaulted on create, Filter, Group, Sort
Description
Indicates whether the entitlement process is the default version (true) or not (false).
This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled.
LastViewedDate
Type
dateTime
Properties
Filter, Nillable, Sort
Description
The date when the SlaProcess was last viewed.
Name
Type
string
Properties
Filter, idLookup
Description
The name of the entitlement process.
NameNorm
Type
string
Properties
Filter, Group, Sort
Description
The read-only value for the unique name of the entitlement process or the entitlement process version. If entitlement versioning is enabled, this value is automatically generated for each version of an entitlement process in this form: process name+_v + x, where x is the version number (for example, “gold_support_v2”).
If entitlement versioning isn’t enabled, this value is the same as Name.
This field is available in API version 28.0 and later.
SObjectType
Type
picklist
Properties
Restricted picklist, Filter, Group, Sort
Description
The type of records that the entitlement process can run on. Its values are:
  • Case
  • Work Order
An entitlement process runs only on records that match its type. For example, a Case entitlement process that’s applied to an entitlement runs only on cases associated with the entitlement, not on work orders. As a best practice, therefore, manage customers’ work orders and cases on separate entitlements.

The field label in the user interface is Entitlement Process Type.

StartDateField
Type
picklist
Properties
Filter, Restricted picklist
Description
The criteria for cases to enter the entitlement process. Cases can enter the process based on:
  • The creation date on a case
  • A custom date/time field on a case
VersionMaster
Type
string
Properties
Filter, Group, Nillable, Sort
Description
Identifies the sequence of versions to which this entitlement process belongs. This field’s contents can be any value as long as it is identical among all versions of the entitlement process.
This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled.
VersionNotes
Type
textarea
Properties
Filter, Group, Nillable, Sort
Description
The description of the entitlement process version.
This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled.
VersionNumber
Type
int
Properties
Filter, Group, Nillable, Sort
Description
The version number of the entitlement process. Must be 1 or greater.
This field is available in API version 28.0 and later in organizations that have entitlement versioning enabled.

Usage

Use this object to query entitlement processes on entitlements.