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Guidelines for Working with Entitlements
Entitlements in Salesforce specify whether a customer is entitled to customer support. Learn how to perform common actions on entitlements.
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- Viewing Entitlements
- You can view entitlements on the Entitlements tab or the Entitlements related list on:
- Accounts
- Assets
- Contacts
- Service contracts
Tip Depending on how your Salesforce admin set up entitlements, your console app can include the Entitlements tab. In the console, you can view and edit entitlements and their associated records in one place. - Creating Entitlements
- You can create and edit entitlements from the Entitlements tab or the Entitlements related
list on accounts, assets, or service contracts.
Your business can have its own processes for how to link entitlements to customers in Salesforce. The simplest approach is to create an entitlement on the customer’s account via the Entitlements related list. Then, use the entitlement for every contact on the account. Keep in mind that when you create a contact on an account, the contact doesn’t automatically inherit an entitlement from the account. Your admin can set up automation that creates an entitlement for new contacts on an account.
Note- You can add existing entitlements to contacts or products, but you can’t create entitlements from a contact or product record.
- Click Clone on an entitlement to quickly create an entitlement from an existing one.
- Deleting Entitlements
- You can delete entitlements on the entitlement’s detail page, the Entitlements related list,
or the Entitlements tab. Deleting an entitlement moves it to the Recycle Bin. Any notes,
attachments, or activities associated with the entitlement are also deleted. If you undelete
the entitlement, the associated items are undeleted.Note
- You can’t delete an entitlement that’s associated with a case or work order.
- If a roll-up summary field has been added to the Contact object that counts related entitlement contacts, you can’t delete entitlements with contacts. To delete an entitlement with a contact in this scenario, either delete the related entitlement contact records first, or remove the roll-up summary field from the Contact object.
- Sharing Entitlements
- You can’t share entitlements. Entitlements use the same sharing model as the account they’re
associated with. To update an entitlement, you need Read access on the parent
account.
Associating a customer with an entitlement doesn’t share the entitlement with them. For customers to be able to see their entitlements, entitlements must be set up in your external experience.
