Learn useful terms related to entitlement features in Salesforce.
Available in: Salesforce Classic
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud
A unit of customer support in Salesforce, such as “phone support” or “web support.” It’s typically used to represent terms in warranties. You can associate entitlement with accounts, assets, contacts, and service contracts. View entitlements from the Entitlements tab or the Entitlements related list on accounts, assets, contacts, and service contracts.
Contacts who are entitled to customer support—for example, a named caller. The Contacts related list on an entitlement shows which contacts are eligible for that entitlement. You can remove or add contacts directly from the related list, or by updating the contact record itself. Your business may not allow you to provide support to customers unless they are a contact on the entitlement.
Contacts on an account don’t automatically inherit the account’s entitlements. Depending on your business processes, you may need to create a separate entitlement for each contact on an account. You can also set up an Apex trigger that automatically assigns an entitlement to a contact when you create the contact.
Entitlement contacts don’t have page layouts, search layouts, buttons, links, or record types.
The same visibility and sharing settings that apply to the parent account apply to contacts. Associating a contact with an entitlement doesn’t share the entitlement record with the contact or the related community user.
Predefined terms of customer support that can be quickly added to products in Salesforce. For example, you can create entitlement templates for phone or web support so users can easily add entitlements to products purchased by customers.
A collection of Salesforce features that help you provide the correct service levels to your customers. It includes:
Entitlements, which let support agents determine whether a customer is eligible for support.
Entitlement processes, which are 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.
Community access to entitlements, which lets community 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.
Depending on your business needs, you may decide to use all of these features or just a few of them.
A customer support agreement between you and your customers. Service contracts in Salesforce can represent warranties, subscriptions, service level agreements (SLAs), and other types of customer support. View service contracts in the Service Contracts tab or on the Service Contracts related list on accounts and contacts.
Contract Line Item
Specific products covered by a service contract. View contract line items in the Contract Line Items related list on service contracts (not contracts!). You can only use contract line items if your org uses products.
Schedules aren’t available for contract line items, and community users can’t access them.
A timeline that includes all the steps (milestones) that support agents must complete to resolve a support record. Each process includes the logic needed to determine how to enforce the correct service level for your customers. Entitlement processes come in two types: Case and Work Order.
Not all entitlements need processes. For example, a simple entitlement might just state that a customer is eligible for phone support 24/7. If you need to add time-dependent steps or service levels to that definition—for example, if you want a supervisor to be notified by email when a customer’s case goes unresolved for two hours—you need an entitlement process.
A required step in your entitlement process. Milestones are metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Time on cases.
A time-dependent workflow action that occurs on a milestone in an entitlement process. For example, you might add the following actions to a milestone:
Send an email alert to certain users one hour before a first response milestone is scheduled to expire
Update certain fields on a case one minute after a first response is completed
There are three types of milestone actions:
Success actions are triggered when a milestone is completed
Warning actions are triggered when a milestone is about to be violated
Violation actions are triggered when a milestone is violated
You can automate tasks, email alerts, field updates, and outbound messages for each action type.