Achieve Near Perfect SLA Compliance with Agentic Milestones (Beta)

Use generative AI to autonomously complete routine communications tied to Service Level Agreements (SLAs) for cases. Agentforce drafts and sends contextually relevant first responses and periodic status updates to your customers based on resolution progress. By offloading these repetitive communications, your service reps can focus on complex problem-solving while maintaining nearly 100% SLA compliance for digital agent-owned milestones.

Where: This change applies to Lightning Experience with Einstein for Service and Agentforce for Service.

Note Agentic Milestones (beta) is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer's sole discretion.

How: From Setup, in the Quick Find box, enter Entitlement Settings, and then select Entitlement Settings. After you enable Agentic Milestones, configure specific milestones within an SLA Policy as agentic. Then, use Prompt Builder to select or create the communication template that the digital agent uses to message customers for those specific milestones.