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            Set Up an Entitlement Template

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            Set Up an Entitlement Template

            Entitlement templates let you predefine terms of support that users can add to products.

            Required Editions

            View supported editions.
            User Permissions Needed
            To create entitlement templates: Manage Entitlements

            You can create entitlement templates for specific products so support reps can quickly add the right entitlement whenever a customer purchases the product. For example, you can create entitlement templates for web or phone support so support reps can easily add entitlements to products offered to customers.

            Note
            Note In Lightning Experience, the contact related list isn’t available on Entitlements.

            Purchased or installed products are represented in Salesforce as assets. That means:

            • A product (for example, “Laser Scanner”) is linked to an entitlement template
            • A corresponding asset (for example, the laser scanner purchased by ABC Labs) is linked to an entitlement that was created from the entitlement template
            Note
            Note Entitlement templates are only available if entitlements and products are enabled in your org.
            Tip
            Tip The Entitlement Management Trailhead module introduces you to common terms and walks you through the process of creating an entitlement template. And, it’s fun! To get started, see Entitlement Management.
            1. Add the Entitlement Templates related list to product page layouts.
            2. Optionally, add the Type and Business Hours fields to the Entitlement Templates related list. This lets users view the type of entitlement, such as Web or phone support, and any business hours that apply to the entitlement.
            3. Create an entitlement template.
              1. From Setup, enter Templates in the Quick Find box, then select Entitlement Templates.
              2. Click New Template.
              3. Enter any details:
                Field Description
                Entitlement Template Name

                The name of the entitlement template.

                Use a descriptive name, like Phone Support. This helps users better understand entitlement templates when they see them on related lists for products.
                Term (Days)

                The number of days the entitlement is in effect.

                For example, if you want the entitlement template to entitle all customers who purchase this product to 90 days of phone support, enter 90.
                Entitlement Process The entitlement process associated with the entitlement.
                Per Incident Lets you limit the number of cases the entitlement supports. The admin determines whether this field is visible.
                Cases Per Entitlement

                The total number of cases the entitlement supports.

                This field is only available if Per Incident is selected.
                Business Hours The entitlement’s supported business hours.
                Type

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

                Admins can customize this field’s values.
            4. Click Save.
            5. Add the entitlement template to a product.
              1. Go to the product detail page.
              2. Click Add Entitlement Template on the Entitlement Templates related list.
              3. Select the entitlement template.
              4. Click Insert Selected.
              5. Click Done.
              Now when a user creates an asset and links it to that product, the Entitlements related list on the asset includes an entitlement created from the entitlement template. That way, support reps responding to a call about the asset can quickly see what kind of support the customer is entitled to receive.
             
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