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Updating an Entitlement Process
Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records.
Required Editions
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Use entitlement versioning if:
- You want to make several versions of an entitlement process that have minor differences
- You want to update an entitlement process to reflect changes in your business processes
You might find that an entitlement process needs to be updated seasonally, or that you need to roll back to a previous version.
When you create versions of entitlement processes with the same name, the version number and notes help you differentiate between versions. Salesforce prevents you from disabling entitlement versioning so you always know which version you’re working with.
When you create a new version of an entitlement process, you can change any of the following:
- Name
- Description
- Whether the process is active
- Whether the version is the default
- Entry criteria
- Exit criteria
You can also add notes about the version. This makes it easy to differentiate between multiple versions of the same process, especially if they have the same name.
On new versions of entitlement processes that are currently in use, you can add new milestones, but you can’t edit existing ones. On new versions of processes that aren’t currently in use, you can both add new milestones and edit existing ones.
Once you create a new version of an entitlement process, you can choose to apply it to all entitlements and support records assigned to the previously used version, or only to new entitlements and support records. All versions of an entitlement process must be the same type: Case or Work Order.
