Entitlement Fields

The asset associated with the entitlement.

Products represent the items your company sells (for example, a laptop case), whereas assets represent the specific products your customers have purchased (the laptop case purchased by John).

The entitlement’s supported business hours.

To learn more about business hours on entitlements, see How Business Hours Work in Entitlement Management.

Lets you limit the number of cases the entitlement supports.

Use this field if your service agreements with your customers are based on number of cases (as opposed to number of days or other criteria). Otherwise, you probably don’t need it.

This option isn’t available for work orders.

The total number of cases the entitlement supports.

This field is only available if Per Incident is selected.

The last day the entitlement is in effect.

This field is blank unless you set up an Apex trigger or quick action to populate it. For example, you can create a quick action that sets the End Date to 365 days after the Start Date.

The entitlement’s name.

We recommend using a descriptive name, such as Phone Support. A descriptive name helps users better understand entitlements when they see them on related lists for accounts, contacts, and assets.

The service contract associated with the entitlement.

To quickly find a service contract in the lookup dialog box, select criteria from the Filter by fields. Admins can set lookup filters to restrict filter values and results.

The first day the entitlement is in effect.

This field is blank unless you set up an Apex trigger or quick action to populate it. For example, you can create a quick action that sets the Start Date to the date when the Status changes to Active.

The entitlement process associated with the entitlement.

Entitlement processes are timelines that include all the steps (milestones) that your support team must complete to resolve cases. Each process includes logic to determine how to enforce the correct service level for your customers.

The number of cases the entitlement can support. This field decreases in value by one each time a case is created with the entitlement.

This field is only available if Per Incident is selected.

The entitlement’s status.

Status is determined by your Salesforce org’s current system date and the entitlement’s Start Date and End Date. The status is:

• Active if the system date is equal to or later than the Start Date and equal to or earlier than the End Date.
• Expired if the system date is later than the End Date.
• Inactive if the system date is earlier than the Start Date.

Represents the entitlement’s status with one of the following icons:

• Active
• Expired
• Inactive

The type of entitlement, such as Web or phone support.

Admins can customize this field’s values.