All right.
And now that we have created Mindstorms we have created our entitlement process.
The next step is to add the milestone to what an entitlement process that does step three.
All right so now let's understand how to do this step three go to a developer org go to the entitlement
process that we created and Step 2.
This is under indictment process
awesome.
And here are our milestones.
Let's create a new milestone and he had for us do we need to give the milestone name the milestone name.
We will already see options based on the milestones that we already created.
So let me give initial response here.
And then next the time trigger so time.
Good.
Here it means at the time that the support agents have completed this milestone to reach this milestone
to complete their actions.
So here let me say for the initial response 15 minutes or so the support agents have 15 minutes to reach
this milestone and then enable the Apex glass for the time to good.
Let's let's not check it at the moment because this option we generally use.
Then we want to calculate their time through good dynamically here like it does a constant right 15
minutes.
But instead if we want to go through this nine for the go to dynamically then we go for that apex plus
option.
But here let's keep it constant.
And then to start buying this dark time Let's select entitlement process here.
We want to start when they invite you in process start and at the RDA the order in which you test to
be performed.
So this is our first milestone that we are creating.
So let me have it as one and then the field.
Yeah.
So basically here we need to define the criteria.
The criteria in which criteria the cases should go for those entitlement process.
So the criteria can be based on many factors.
One is you can say that case reason based on the case reason it has to go through an entitlement process
or other case source like there can be like basically multiple criteria.
And you can also have multiple criteria is grouped into one.
Tell me what are the business requirements as you have worked here for learning but Buzz let me do so
any say for example the case reason.
So the key is.
Let me say
if it's equipment complexity all right.
Otherwise you can have a custom field that defines what type of case it is.
Whether it is a high priority case whether it's a low priority case you can have that we also although
today depends on a case feed awesome.
So now we have successfully created our first milestone in a similar fashion.
We can create our next milestone as such.
All right so here are the order will be two and the milestone name let's choose the same milestone name
that is our initial response and the time to go to a target at a different time go because that depends
on the criteria.
Say for example in the previous milestone we chose a case reason to be.
I think we chose a case reason to be a good equipment complexity.
Now let's so choose it like feedback.
All right.
So if that is the case the reason then the time triggered let me say 30 minutes.
All right save.
Perfect.
So similarly like you can have multiple milestones defined.
Here we have chosen the milestone to be initial response but we also have one other milestone like resolution
time.
So create more milestones with that resolution by mass way.
All right.
Completed entitlement process so now that we have defined the entitlement process and we have also created
milestones we have added those milestones to our entitlement process as well.
Awesome.
So what does our next step in the model of configuring entitlement process Step 1 is done creating milestone
creating an entitlement process is done adding milestone to the entitlement process is done and then
the final step is to add milestone actions before we activate the entitlement process.
So let's work on this adding milestone to my adding milestone actions in our next session.