# EntitlementProcess Metadata Type for Service Cloud SLAs

> EntitlementProcess (entitlementProcesses/<Name>_v<N>.entitlementProcess-meta.xml) defines Service Cloud SLA timelines, entry and exit criteria, milestones, dynamic Apex duration calculators, and violation actions.

- Source: https://sfdxtalk.com/docs/metadata/entitlement-process-metadata-type/
- Category: Metadata
- Applies to: Salesforce Winter '27 (API version 68.0)
- Level: advanced
- Published: 2026-11-12
- Last updated: 2026-11-12
- Publisher: SFDX Talk Editorial (unofficial; not affiliated with or endorsed by Salesforce)
- License: CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/)

## Why the `EntitlementProcess` Metadata Type Is Core to Service Cloud SLAs

While [EscalationRules](/docs/metadata/escalation-rules-metadata-type/) handle simple Case age escalations, **`EntitlementProcess`** (`entitlementProcesses/<Name>.entitlementProcess-meta.xml`) powers contractual **Service Level Agreements (SLAs)** on **Cases** and **Work Orders**. An `EntitlementProcess` orchestrates:

- **Entry & Exit Criteria:** When the SLA clock starts (e.g., `Case CreatedDate`) and stops (`IsClosed = true`).
- **Ordered Milestones (`EntitlementProcessMilestoneItem`):** First Response, Technical Workaround, and Final Resolution targets referencing [MilestoneType](/docs/metadata/milestone-type-metadata-type/) definitions.
- **Dynamic SLA Duration via Apex (`minutesCustomClass`):** Calculating SLA minutes dynamically based on severity, entitlement tier, or customer contract via `Support.MilestoneTriggerTimeCalculator`.
- **Success, Warning, and Violation Time Triggers:** Executing [WorkflowFieldUpdate](/docs/metadata/workflow-metadata-type/) and `WorkflowAlert` actions before or after an SLA breach.

```mermaid
flowchart TD
    EP["EntitlementProcess<br/>(Enterprise_Support_v2.entitlementProcess-meta.xml)"] --> ENTRY["Entry Criteria & Start Date<br/>(entryStartDateField: Case.CreatedDate)"]
    ENTRY --> MS1["Milestone 1: First Response<br/>(MilestoneType + minutesCustomClass)"]
    MS1 --> WARN["Warning Time Trigger (-15 min)<br/>(WorkflowAlert to Case Owner)"]
    MS1 --> VIOL["Violation Time Trigger (+0 min)<br/>(WorkflowFieldUpdate: SLA_Breached__c = true)"]
    EP --> EXIT["Exit Criteria<br/>(Case.IsClosed = equals true)"]
```

---

## Key Metadata Fields on `EntitlementProcess`

| Field | Type | Description |
|---|---|---|
| `SObjectType` | `string` | Target object for the SLA timeline: `Case` or `WorkOrder`. |
| `active` | `boolean` | Activates the Entitlement Process so it can be linked to Customer Entitlements. |
| `entryStartDateField` | `string` | Date/Time field that starts the entitlement clock (e.g., `Case.CreatedDate`). |
| `exitCriteriaBooleanFilter` | `string` | Filter logic (`1 AND 2`) for `exitCriteriaFilterItems` or `exitCriteriaFormula`. |
| `businessHours` | `string` | Name of the org Business Hours applied to the overall entitlement process. |
| `versionMaster` | `string` | Base identifier of the Entitlement Process when Entitlement Versioning is enabled. |
| `versionNumber` | `int` | Version number (`1`, `2`, `3`) when Entitlement Versioning is enabled. |
| ` isVersionDefault` | `boolean` | Marks this version as the default version for new Entitlement records. |
| `milestones` | `EntitlementProcessMilestoneItem[]` | Ordered list of SLA milestones, criteria, business hours, and time triggers. |
| `milestones.minutesCustomClass` | `string` | Apex class implementing `Support.MilestoneTriggerTimeCalculator` to compute SLA minutes dynamically. |

---

## Real-World XML Example (`entitlementProcesses/enterprise gold support_v1.entitlementProcess-meta.xml`)

```xml
<?xml version="1.0" encoding="UTF-8"?>
<EntitlementProcess xmlns="http://soap.sforce.com/2006/04/metadata">
    <SObjectType>Case</SObjectType>
    <active>true</active>
    <businessHours>Default</businessHours>
    <description>24x7 Enterprise Gold Support SLA with dynamic First Response and Resolution milestones.</description>
    <entryStartDateField>Case.CreatedDate</entryStartDateField>
    <exitCriteriaFilterItems>
        <field>Case.IsClosed</field>
        <operation>equals</operation>
        <value>true</value>
    </exitCriteriaFilterItems>
    <isVersionDefault>true</isVersionDefault>
    <milestones>
        <businessHours>Default</businessHours>
        <milestoneCriteriaFilterItems>
            <field>Case.Priority</field>
            <operation>equals</operation>
            <value>High,Critical</value>
        </milestoneCriteriaFilterItems>
        <milestoneName>First Response</milestoneName>
        <minutesCustomClass>DynamicSlaTriggerTimeCalculator</minutesCustomClass>
        <timeTriggers>
            <actions>
                <name>Case.SLA_Warning_Notification</name>
                <type>Alert</type>
            </actions>
            <timeLength>-15</timeLength>
            <workflowTimeTriggerUnit>Minutes</workflowTimeTriggerUnit>
        </timeTriggers>
        <useCriteriaStartTime>false</useCriteriaStartTime>
    </milestones>
    <name>Enterprise Gold Support</name>
    <versionMaster>552000000000abc</versionMaster>
    <versionNumber>1</versionNumber>
</EntitlementProcess>
```

---

## Querying `EntitlementProcess` (`SlaProcess`) via SOQL

In the Salesforce database schema, an `EntitlementProcess` is represented by the **`SlaProcess`** object.

### 1. Query Active Entitlement Processes and Versions

```sql
SELECT Id, Name, NameNorm, SobjectType, IsActive, IsVersionDefault,
       VersionNumber, StartDateField, BusinessHours.Name, LastModifiedDate
FROM SlaProcess
WHERE IsActive = true
ORDER BY Name, VersionNumber DESC
```

### 2. Find Entitlements Currently Using a Specific `SlaProcess` Version

```sql
SELECT Id, Name, Account.Name, Status, SlaProcess.Name, SlaProcess.VersionNumber
FROM Entitlement
WHERE SlaProcess.IsActive = true
  AND Status = 'Active'
```

---

## Senior Architect Best Practices & Gotchas

> [!WARNING]
> **File Naming Is Lowercase in SFDX Retrieve:** Notice that Salesforce CLI often retrieves `EntitlementProcess` files with lowercase names and a version suffix (such as `enterprise gold support_v1.entitlementProcess-meta.xml`). Always verify the exact member name via `sf org list metadata --metadata-type EntitlementProcess` before building a manual `package.xml`.

- **Always Enable Entitlement Versioning Early:** Without Entitlement Versioning enabled in **Setup → Entitlement Settings**, you cannot modify milestones on an `EntitlementProcess` that is already in use by any active Entitlement or open Case in Production.
- **Deploy Prerequisite `MilestoneType` and `Workflow` Actions First:** Every `<milestoneName>` must match an existing [MilestoneType](/docs/metadata/milestone-type-metadata-type/), and every `<actions>` reference must match a deployed [WorkflowAlert or WorkflowFieldUpdate](/docs/metadata/workflow-metadata-type/).

## Frequently Asked Questions

### Why can you not edit milestones on an active EntitlementProcess in Production without versioning?

Once an EntitlementProcess is active and assigned to Entitlements or Cases, its milestone structure is locked. Enabling Entitlement Versioning allows you to deploy a new version (Name_v2.entitlementProcess-meta.xml) with versionMaster and versionNumber.

### How do you dynamically calculate SLA target minutes in an EntitlementProcess using Apex?

Instead of hardcoding minutesToComplete on a milestone, you can specify minutesCustomClass with the name of an Apex class implementing the Support.MilestoneTriggerTimeCalculator interface.

### What objects can an EntitlementProcess run on?

The SObjectType field on EntitlementProcess supports Case and WorkOrder (when Field Service or Work Orders with Entitlements is enabled in the org).

### What is the SOQL object name for querying an EntitlementProcess?

In SOQL, an EntitlementProcess is stored in the SlaProcess standard object. You can query SlaProcess to inspect Name, SobjectType, IsActive, IsVersionDefault, VersionNumber, and BusinessHoursId.

## Official References

- https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_entitlementprocess.htm