sf-service-entitlements

name	sf-service-entitlements
description	Entitlements and milestone design for Service Cloud SLA management. Use when configuring entitlement processes, milestone timers, violation handling, and business-hours-aware support commitments.
disable-model-invocation	true

Service Entitlements and SLAs

Use This Skill When

• Designing SLA tiers and response/resolution commitments.
• Configuring entitlements, milestones, and business hours.
• Auditing milestone breaches and escalation effectiveness.

Design Sequence

1. Define support plans and contract-linked entitlement scope.
2. Map milestones for first response, update cadence, and resolution.
3. Configure timer behavior for pauses, status transitions, and waiting states.
4. Create warning/violation actions (alerts, escalations, swarm triggers).
5. Align reporting to customer-facing SLA definitions.

Common Failure Modes

• Ambiguous pause conditions that hide true breach risk.
• Milestones not aligned with channel-specific expectations.
• Missing ownership for violation response.

Deliverables

• Entitlement and milestone matrix.
• Timer control policy (start, pause, resume, complete).
• SLA risk dashboard spec.