Use Entitlements in Customer Cases | Trailhead Screen Reader Instructions

Learning Objectives

After completing this unit, you’ll be able to:

Create a Case from an Entitlement

The moment has come. A frantic representative from DreamHouse Realty calls Ursa Major’s support line and reports that one of its new solar panels is malfunctioning. Ada Balewa gets on the line to take the case. First, she checks that DreamHouse Realty has an active phone support entitlement. It shows up in the Entitlements related list on the account.

After Ada determines that she can provide support to the customer, she creates a high-priority case.

  1. Navigate to the DreamHouse Realty account page. From the App Launcher, enter Accounts in the search bar, and select Accounts. From the list view, choose the DreamHouse Realty account.
  2. Under the Entitlements related list heading, click Standard Phone Support.
  3. Under the Cases related list heading, click New.
  4. For Priority, select High.
  5. For Case Origin, select Phone.
  6. For Subject, enter Malfunctioning Solar Panel.
  7. For Description, enter New solar panel isn't working as expected.
  8. Assign DreamHouse Realty as the Account if it doesn't appear automatically.
  9. Leave the rest of the fields as is, and click Save.

The Standard Phone Support entitlement is automatically added to the case. Because the DreamHouse Realty entitlement uses your Standard Support process, the Resolution Time milestone for high-priority cases automatically starts counting down on the case’s feed. Support agents like Ada can see the countdown in the milestone tracker.

Important

Closing this case doesn’t automatically mark the milestone complete. However, you can set up an Apex trigger ( view samples ) to automatically mark a Resolution Time milestone completed when its case is closed.

Add the Milestone Tracker to Cases

The milestone tracker helps agents stay prepared for support deadlines by showing them:

Let’s add the milestone tracker to the Case detail page.

  1. Navigate to the Malfunctioning Solar Panel case detail page. In the App Launcher, search for Cases and select Cases.
  2. Select the Malfunctioning Solar Panel case you created.
  3. Click the Setup button near the top of the page, then select Edit Page.
  4. Under the Page heading, locate the heading for Details and press ENTER.
  5. At the end of the Details section, just before the Properties heading, press ENTER on Insert a Component after this one.
  6. Find the Milestones Lightning Component from the list under the Standard Components heading and press ENTER on the link to add it to the page canvas.
  7. Click the Save button, then the Activate button.
  8. Click the button to Assign as Org Default, choose Desktop as the form factor, then click Next and then Save.
  9. To see your changes, click the Back link at the top of the page.

Ta-da! The Milestone Tracker now appears on your Case detail page.

What Happens Next?

Let’s review what Maria has accomplished. She’s set up an awesome entitlement process to enforce Ursa Major’s Happy Customer policy. She applied the process to a customer entitlement and used it in a case. How does this all fit into the bigger picture?

Well, here are some tips to get Maria started with the next steps.

Resources

Click to return to the unit on Trailhead.