All right.
We are into the final step of configuring entitlement management so as a part of the configuration we
created milestones and then we created an entitlement process the added the milestones to our entitlement
process right away in fact like week we created a couple more milestones and we added them to the entitlement
process and the final step is to add the milestone actions basically milestone.
Actions are defined the actions that need to take place when a particular milestone is reached.
I'll say for example you attach those entitlement process to a case.
So what happens when then it goes through the various stages.
We need to define what all the various milestone actions that need to do but that need to take place
within a particular milestone is reached.
Say for example like we created a milestone and we define it as number one and that we set up a criteria
to be gay Saudis and ask if I remember right it was the break down complexity.
All right.
So that was a case reason that we set.
So when we create a case with that specific case reason then then it goes through does entitlement process
what all the various milestone actions that need to take place.
So that we need to define it here.
And when we're talking about milestone actions I would like to mention about the other three different
types of my milestone actions that we have one a success actions.
Next is wanting actions.
And the third is violation actions.
And as the name says success actions.
So these actions will trigger when the milestone is completed successfully.
All right success actions.
Perfect.
Next is wanting actions wanting actions.
These actions will fire when the milestone is almost about to be violated.
Meaning it was not completed already it is just almost there.
So that is wanting actions while actions.
Meaning these actions will fire when the milestone is not completed.
So basically violation actions.
So these are the three different type of milestone actions that we have now that we have got a good
understanding about.
Milestone actions and the different type of milestone actions.
What we are going to do is we are going to go to our Def Leppard order and we are going to create these
milestone actions so go to set up look for the indictment process that we created in our previous step.
So this is our indictment process go to the indictment process.
Here is a detailed page and here we have the milestones right.
We have these milestones already defined.
Know what we are going to do as we are going to add milestone actions to these milestones.
All right.
So here you see there are more actions as the two defined here Sachs's actions wanting actions violation
actions.
We have no actions as such defined here.
So now we are going to add new milestone actions to these milestones.
Do these already existing milestones so far.
Let's create a success action and the similar to what was if you if you recollect what photos began
have a new task created a new email alerts Newfield updates a new album Message.
Right.
So these are the four options that we have while creating workflow.
What feels right workflow tool action specifically.
Similarly here also you can have these options open and you can define what all the actions that need
to take place as success actions.
So I suppose actions if you want to be a new task to be assigned.
Yeah you can.
And if you want a new email alerts it'll be sent across very much you can feel the updates if you have
any feels which should automatically change the status to success or completed you can die and that
gives you can have a field update if you want to send any outbound messages out such you can use this
option.
All right.
So yeah you can create.
So let me create a new email alert here.
I fill in the details as you see here.
I have given the description I have given a unique name and email template.
Basically this is not the appropriate e-mail template because I do not have appropriate e-mail templates
for the specific scenario.
So I have just taken a test team and template.
All right what do you very much know how to create e-mail templates so create e-mail templates appropriate
e-mail templates then attach them accordingly.
And here a recipe is I have chosen the case owner because a vendor what a milestone is successfully
attained then here the action the success action that we are defining is to notify the case owner.
So here.
Yes and notify the case owner.
All right.
And then once all the settings is done save
perfect.
So we have defined our success action.
Now let's define about wanting actions.
So for wanting actions let's first add a time through.
Good.
All right.
Because then we say wanting action we need to specifically say I'd want famous guns considered it as
wanting one minute before that or two minutes before that like.
Or does a warning time as such.
All right.
So let me say minutes and let me say five minutes.
All right.
Or maybe ten minutes
so that is the wanting action.
So the agents will be notified 10 minutes before the milestone expires.
All right.
So we have first added our time to go here for a fact and then now we need to look for actions again
like you have all the specific options out here.
Here also like we can have a new e-mail alert already.
We can fill in the details accordingly.
And here as a warning action I have specified notified the case owner and also notify the account owner.
So I have added both of them here.
Awesome.
All right.
So let me correct this.
There was a space.
So that's wait it out.
Awesome.
So we have defined about wanting action and this this actions if you will notify the support agent 10
minutes of the time trigger basically 10 minutes before the milestone expires and while Asian actions
while Asian actions again we need to define it I'm good.
In our case I would say like as soon as a milestone is expired then it is violated.
Right.
So let's say just zero minutes zero minutes after the initial response so zero minutes meaning like
once a milestone has expired automatically it does violated later modify for depending on the business
process if you want to give some grace time.
Yes you can.
And then you have to update the time for a good accordingly.
And here again you have to add the workflow actions.
So we'll hear you if you want to specify specifically notify some other owners out here.
Yes you can.
Or some specific users.
Yes you can.
So we'll configure that accordingly.
Fill in the details here.
Have Given that control not on the case or not save.
All right.
So we have defined a successfully defined outward violation action as well.
All right.
So like what we have done to the milestones we have added milestone actions.
We have defined our success actions wanting actions and other violation actions as well.
Good.
We have come a long way in this.
So I know that the entire set up the configuration is done.
The last step that is spending is to activate our entitlement process.
Right.
It is spending to be activated.
Right now it is inactive.
Let's go ahead and activate that and how do activate that and how to test it out.
We look in the next session.
Thank you.