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Assign Connection Milestones Based on Application Programs

Assign the right milestones to each new connection automatically, based on the program the customer applied through. The Associate Entitlement with Individual Application flow matches each application's program to an entitlement, and the entitlement's SLA policy determines which milestones apply.

Required Editions

Available in: Lightning Experience
Available in: All Editions with Energy & Utilities - Growth
User Permissions Needed
To configure flows: Manage Flow
To build the program-to-entitlement decision matrix in Business Rules Engine: BRE Designer
  1. From Setup, in the Quick Find box, enter Flows, and select Flows.
  2. Open the Associate Entitlement with Individual Application flow.
  3. Edit the flow to replace the sample programs and entitlements with your own program and entitlement names.
    Note
    Note To manage the program-to-entitlement mapping in one place, create a decision matrix in Business Rules Engine and reference it from the flow. This requires the BRE Designer add-on license. Use a decision matrix in the flow to dynamically fetch the entitlement record based on specific inputs.
  4. Click Save As to save the flow with a new name.
  5. Enter the flow name and save your changes.
  6. Activate your flow.

When a customer submits an application, the flow sets the entitlement that matches the application's program, and the entitlement's SLA policy assigns the milestones. The milestones appear in the Milestone Tracker on the Individual Application record.