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Set Up Entitlements

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Set Up Entitlements

Entitlements are units of customer support in Salesforce, such as “phone support” or “web support”. Set up entitlements in your Salesforce org to help support reps determine whether a customer is eligible for support.

Required Editions

View supported editions.
Tip
Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.
  1. Enable Entitlements
    Enable entitlements in your Salesforce org to help support reps deliver the correct service level to your customers.
  2. Customize Entitlements
    Customize entitlement fields and page layouts based on your business needs and how your support reps work.
  3. Set Up Entitlement and Asset Lookup Filters on Cases
    Set up lookup filters on entitlement-related case fields to restrict the entitlements that users can select on a case.
  4. Give Users Access to Entitlement Management
    After you set up entitlement management, make sure that users have the appropriate user permissions, field access, and tab access.
  5. Set Up an Entitlement Template
    Entitlement templates let you predefine terms of support that users can add to products.
  6. Automatically Add Entitlements to Cases from Web, Email, and Experiences
    Entitlements don’t automatically apply to cases created using Web-to-Case, Email-to-Case, or experience. However, you can add entitlements to these features using Apex code.
  7. Report on Entitlements
    Use custom report types to define report criteria that users can use to run and create reports on entitlements, service contracts, and contract line items.
  8. Create Custom Reports with the Case Milestones Report Type
    Create custom reports for cases with or without milestones from scratch to suit your business needs with the Case Milestones report type. This report type helps you generate reports related to case milestone fields, enabling you to track and analyze SLA violations and entitlements efficiently. This report type also helps you analyze how an SLA has performed in the past, so you can make decisions more easily.
 
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