Set up entitlements and milestones for your incident management teams.
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- Set Up an Entitlement Process for Incidents
Enable entitlements for incidents to help support reps deliver the correct service level to your customers. Set up entitlement processes to create a customized timeline that includes all the steps (milestones) that support reps must complete to resolve an incident. - Add Entitlements to Your Page Layouts
Add entitlements fields to your Incident page layouts. - Add the Milestones Component to the Incident Page Layout
See your time-dependent steps from the incident, such as first response or incident resolution times.