What is the sequence for setting up email alerts based on a milestone failing?

The correct answer outlines the proper sequence for setting up email alerts when a milestone is not met within an entitlement process. This process begins with defining the milestone itself, which sets the criteria for what constitutes timely service. After establishing the milestone, you then proceed to create the entitlement process. The entitlement process is where you associate milestones and define how they interact with cases.

Once the entitlement process is in place, you can specify the milestone actions, which include the email alerts that are triggered when a milestone fails. Finally, you would apply this setup to an entitlement record, which is the actual instance where the service entitlement is being applied, such as a specific customer case or service request.

This sequence reflects the logical flow of configuring service-level agreements in Salesforce, integrating milestones into a broader entitlement process, and ensuring that appropriate actions, like email alerts, are in place for effective service management. Each step builds on the previous one, ensuring that the system behaves as expected when milestones are not met.