Question

A support manager configured an entitlement process with a 'First Response' milestone that should trigger 2 hours after a case is created. Agents report that when they open certain cases, no milestone timer or milestone status appears on the case record. What must the administrator verify FIRST to ensure the milestone tracks on these cases?

Accepted Answer

That the affected cases have an active entitlement associated with them

Answer

That the agents have the 'Manage Entitlements' permission enabled

Answer

That an escalation rule has been created to match the milestone criteria

Answer

That the case assignment rule assigns the cases to a queue