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Set Up Entitlement and Asset Lookup Filters on Cases
Set up lookup filters on entitlement-related case fields to restrict the entitlements that users can select on a case.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up entitlement-related lookups on cases: | Manage Entitlements |
For example, when experience users create a case and use the lookup on the Entitlement Name field, you can set up lookup filters so they can choose only entitlements registered to their account or contact.
- From Setup, enter Entitlement Settings in the Quick Find box, then select Entitlement Settings.
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Choose the item(s) you'd like returned in the lookup fields.
Choosing multiple items acts as an AND function, so the more items you select, the more it restricts the options returned. For example, choosing Same account on the case and Same contact on the case means the Asset lookup field only returns assets registered to both the account and the contact on the case.Lookup Field on Cases Click... To Return... Asset Same account on the case Assets registered to the account on the case.
Tip If you want the lookup field to return all assets that share an account with the case, select only this option.Same contact on the case Assets registered to the contact on the case. Entitlements on the case's account Assets associated with entitlements that belong to the case’s account. Entitlements on the case's contact Assets associated with entitlements related to the case’s contact.
Note In Lightning Experience, the Entitlements related list isn’t available on Contacts.Entitlement Active status Entitlements with an Active Status. Same account on the case Entitlements associated with the account on the case. Same asset on the case Entitlements associated with the asset on the case. Same contact on the case Entitlements associated with the contact on the case. Tip Choose items that match the way your support reps verify support eligibility. For example, choose the account-related items if your support reps verify support eligibility based on accounts. -
Click Save.
Note Equivalent lookup filters aren’t available for work orders.
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