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            Create an Entitlement for Incidents

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            Create an Entitlement for Incidents

            Create an entitlement and link it to your entitlement process to resolve incidents correctly and on time.

            Required Editions

            1. From the App Launcher, find and select Entitlements.
            2. Click New.
            3. Enter the same name as the entitlement process.
              New Entitlement window
            4. Select an account name, set a start date, and save your changes.

            When an support rep creates an incident, they can assign an entitlement. After the entitlement is added to the incident, the milestone counter begins.

             
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            Salesforce Help | Article