How are SLAs and entitlement management configured end-to-end?
Suggested answer
End-to-end SLA configuration:
1. Create Business Hours and Holidays in Setup.
2. Build an Entitlement Process with milestones (e.g., First Response: 4 hours, Resolution: 24 hours) and define milestone actions for warnings and violations.
3. Create Entitlement records linked to Accounts/Contacts/Assets, referencing the Entitlement Process and Business Hours.
4. Configure the Case page layout to include the Entitlements related list and the Milestone Tracker.
5. When a case is created, agents associate the appropriate Entitlement, and the milestone timers begin. The SLA escalation matrix is built using milestone violation actions that reassign or notify managers when deadlines are missed.
Practice content for interview preparation; not an official vendor answer. Verify details against current product documentation.
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