SlaProcess

Represents an entitlement process associated with an Entitlement.

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.

Introduced in API version 19.0.

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

• 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.

• Type: reference
• Properties: Filter, Group, Nillable, Sort
• Introduced: API version 30.0
• Description: Required. ID of the BusinessHours associated with the entitlement. Must be a valid business hours ID.
• Relationship name: BusinessHours
• Relationship type: relationship
• Refers to: BusinessHours

• Type: textarea
• Properties: Filter, Group, Nillable, Sort
• Description: A description of the entitlement process.

• Type: boolean
• Properties: Defaulted on create, Filter, Group, Sort
• Description: Indicates whether the entitlement process is active (true) or not (false).
• Default value: false

• Type: boolean

• Properties: Defaulted on create, Filter, Group, Sort

• Introduced: API version 41.0

• Default value: false

• Type: boolean
• Properties: Defaulted on create, Filter, Group, Sort
• Introduced: API version 28.0
• Description: Indicates whether the entitlement process is the default version (true) or not (false). in organizations that have entitlement versioning enabled.
• Default value: false

• Type: string
• Properties: Filter, Group, idLookup, Sort
• Description: The name of the entitlement process.

• Type: string

• Properties: Filter, Group, Sort

• Introduced: API version 28.0

• 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.

• Type: picklist

• Properties: Filter, Group, Restricted picklist, Sort

• Introduced: API version 37.0

• 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.

• Type: picklist

• Properties: Filter, Group, Restricted picklist, Sort

• 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

• Type: string
• Properties: Filter, Group, Nillable, Sort
• Introduced: API version 28.0
• Description: Identifies the sequence of versions to which this entitlement process belongs. Must be a valid ID and must be identical among all versions of the entitlement process. in organizations that have entitlement versioning enabled.

• Type: textarea
• Properties: Filter, Group, Nillable, Sort
• Introduced: API version 28.0
• Description: The description of the entitlement process version. in organizations that have entitlement versioning enabled.

• Type: int
• Properties: Filter, Group, Nillable, Sort
• Introduced: API version 28.0
• Description: The version number of the entitlement process. Must be 1 or greater. in organizations that have entitlement versioning enabled.

Use this object to query entitlement processes on entitlements.