What’s Entitlement Management?

Entitlement management features include:

• Entitlements, which let support reps determine whether a customer is eligible for support.
• Entitlement processes, which let you design timelines that include all the steps that your support team must complete to resolve support records like cases or work orders.
• Service contracts, which let you represent different kinds of customer support agreements like warranties, subscriptions, or maintenance agreements. You can restrict service contracts to cover specific products.
• Experience access to entitlements, which lets Experience users view entitlements and service contracts and create support records from them.
• Reporting on entitlement management, which lets you track the way entitlements are used in your Salesforce org and whether service contract terms are being met.

Because entitlement management is highly customizable, you have full control of which features you use and how you set them up to reflect your customer support model. We’ll walk you through important planning decisions and setup steps to help you make the most of entitlement management.

Important Only users in orgs with Agentforce Service (formerly Service Cloud) can enable, create, and update entitlement management items.