Available in: Salesforce Classic Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud User Permissions Needed To set up entitlement management “Manage Entitlements” Step Complete if... Read Planning for Entitlement Management You’re thinking about using entitlements in your org.
Set Up Entitlements You want customer support eligibility to be determined at the account or contact level.
Enable Entitlements You want to use entitlements in your org.
Customize Entitlements You want to control which fields users see on entitlements, and how and where users associate entitlements with other records.
Set Up Entitlement and Asset Lookup Filters on Cases You want to control which entitlements and assets users can link to a case.
Give Users Access to Entitlement Management You want to give users the appropriate user permissions, field access, and tab access.
Set Up an Entitlement Template You want to predefine the terms of support for specific products.
Automatically Add Entitlements to Cases from Web, Email, and Communities You want the correct entitlement to be added automatically to cases created using Web-to-Case, Email-to-Case, or communities.
Set Up Milestones You want to define required steps that support agents must complete to close a support record.
Customize Milestone Page Layouts You want to control which milestone-related fields users see.
Enable Milestone Feed Items You want automatic notifications to be added to the feed and the record owner’s profile page when a milestone is completed or violated.
Set Up the Milestone Tracker You want your support team to be able to see a list of upcoming and closed milestones and countdowns for active and overdue milestones.
Limit User Updates to Milestones You want to prevent users from updating milestones unless certain criteria are met.
Create a Milestone You want to define a required step in your support process.
Auto-Complete Case Milestones You want milestones to be automatically marked Completed on cases that match unique criteria.
Set Up an Entitlement Process You want to be able to apply the required steps in your support process to specific records.
Create an Entitlement Process You want to create a timeline that includes all of the steps that your support team must complete to resolve support records.
Customize Entitlement Process Fields You want to control which entitlement process fields users see.
Add a Milestone to an Entitlement Process You want to specify which required support steps occur, and when, on your timeline.
Add a Milestone Action to an Entitlement Process You want to define time-dependent workflow actions that occur at every step (milestone) in an entitlement process when the milestone is nearing violation, violated, or completed.
Apply an Entitlement Process to an Entitlement You want a specific entitlement’s support records to follow the steps defined in your entitlement process.
Create a New Version of an Entitlement Process You want to update an entitlement process.
Use a New Version of an Entitlement Process You want to apply a new version of an entitlement process to new or existing entitlements.
Set Up Service Contracts You want customer support eligibility to be determined at the service contract level.
Set Up Contract Line Items You want to be able to limit a service contract to cover specific products.
Set Up Entitlement Management in Communities You want customers or partners to be able to view their entitlements and service contracts and create support records from them.
Report on Entitlements You want to view and share data on entitlements and service contracts. Give your support team entitlement management guidelines. You want your support team to understand: