Add entitlement management to your communities to let customers or partners view their entitlements and service contracts. Contract line items don’t display in communities.
|Available in: Salesforce Classic|
|Communities and Entitlement Management are available in: Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud|
|To create, customize, or activate a community: ||“Create and Set Up Communities” AND is a member of the community they’re updating|
|To set up entitlement management: ||“Manage Entitlements”|
|To assign user licenses:||“Manage Internal Users”|
Follow these steps to expose entitlements and/or service contracts in a community.
Update user profiles.
Clone the Customer Community User, Customer Community Plus User, or Partner Community User profiles and enable the “Read” permission on entitlements and/or service contracts.
Remember to click Edit Profiles
at the bottom of the detail page to activate the new profiles.
Optionally, on the profiles of delegated community moderators, enable the “Create” and “Delete” permissions on entitlement contacts. This lets moderators update entitlement contacts.
Verify that the tab visibility for the Entitlements and/or Service Contracts tabs is Default On.
Add the Entitlements and/or Service Contracts tabs to the community.
Add the Entitlement Name field to case page layouts assigned to community users. This lets users add entitlements to cases.
To avoid exposing your internal support processes, we recommend not adding the following fields to case page layouts for community users:
- Entitlement Process Start Time
- Entitlement Process End Time
- Stopped Since
Optionally, add the Entitlements related list to account and contact page layouts assigned to community moderators. This lets moderators create cases automatically associated with the right entitlements.