1. Create an Entitlement ProcessCreate an entitlement process to give support agents a timeline of required steps tofollow when solving support records. Each process includes the logic necessary to determine how toenforce the correct service level for your customers.
2. Customize Entitlement Process FieldsIf you intend to use entitlement processes in your Salesforce org, customize page layouts to ensure thatsupport agents can see and interact with entitlement processes.
3. Add a Milestone to an Entitlement ProcessAdd milestones to entitlement processes to define required steps in your supportprocess.
4. Add a Milestone Action to an Entitlement ProcessMilestone actions are time-dependent workflow actions that occur at every step(milestone) in an entitlement process. After you create an entitlement process and add milestonesto it, add milestone actions to the milestones.
5. Apply an Entitlement Process to an Entitlement You’ve created an entitlement process; now it’s time to use it! Apply an entitlementprocess to a customer’s entitlement so all support records linked to the entitlement use thatprocess.