Guidelines for Working with Service Contracts | Salesforce
Guidelines for Working with Service Contracts
Service contracts are agreements between you and your customers for a type of customer support. Learn how to perform basic actions on service contracts.
Available in: Salesforce Classic
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud
User Permissions Needed
To view service contracts:
“Read” on service contracts
To edit service contracts:
“Edit” on service contracts
To create or clone service contracts:
“Create” on service contracts
To delete service contracts:
“Delete” on service contracts
Viewing Service Contracts
View service contracts from the Service Contracts tab or on the Service Contracts related list on accounts and contacts. To view a service contract’s details, click the service contract name. You can see associated entitlements, contract line items, field update history, and more.
The Service Contracts related list on an account or contact shows all the service contacts associated with that item.
If service contracts have been set up in the console, click the Console tab to find, view, and edit service contracts and their associated records in one place.
Creating Service Contracts
You can create and edit service contracts from:
The Service Contracts tab
The Service Contracts related list on accounts and contacts
We recommend linking each service contract to an account in Salesforce. Then, you can create entitlements on the service contract and assign the entitlements to contacts associated with the account.
Click Clone on a service contract to quickly create a new service contract from an existing one.
Use the Parent Service Contract field and Child Service Contracts related list to make one service contract the parent of another. This helps you represent complex contracts.
Entitlements reflect terms in a service contract, and a service contract may be associated with multiple entitlements. Link an entitlement to a service contract via the Entitlements related list on the service contract or the Service Contract lookup field on the entitlement.
Deleting Service Contracts
You can delete service contracts from the service contract’s detail page or the Service Contracts related list.
Deleting a service contract moves it to the Recycle Bin. Any notes, attachments, activities, or contract line items associated with the service contract are also deleted. If you undelete the service contract, the associated items are undeleted.
You can’t delete service contracts with active or expired entitlements. If you want to delete a service contract with entitlements—for instance, because there’s a problem with the service contract—add its entitlements to another service contract first, then delete it.
If you delete a service contract with both a parent service contract and child service contract(s), keep in mind that its parent and children will no longer be linked in a service contract hierarchy.
Sharing Service Contracts
You can use sharing rules to grant extra access to service contracts beyond what your organization’s default sharing model allows. However, you can’t make the sharing model more restrictive than the default model.
To see who has access to a service contract, click Sharing on the service contract’s detail page. This takes you to the sharing detail page. There, you can:
View a list of who has access to the service contract.
Click Add to grant access to the record for other users, groups, roles, or territories. You can only share service contracts with users who have the “Read” permission on service contracts.
Create, edit, and delete manual sharing rules.
Define a custom view to filter the list of users with access to the service contract.
Transferring Service Contracts Between Users
You may need to transfer multiple service contracts to a user. To do this, click the Service Contracts tab and click Transfer Service Contracts in the Tools section.