Entitlements

You can associate entitlements with accounts, assets, contacts, and service contracts. For example, a phone support entitlement can be added to an account. When a contact from that account calls your service department, support reps can quickly verify that they’re entitled to phone support.

You can use entitlements on their own or as part of entitlement processes. Entitlement processes are timelines that contain all the steps that support reps must complete to resolve a support record. To represent more complex service-level agreements in Salesforce—with features like renewal processes and multiple service levels—you can use service contracts and contract line items.

View and manage entitlements in Salesforce from the Entitlements tab. Depending on how entitlements are set up, you can also use the Entitlements related list on accounts, contacts, assets, or service contracts.

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

• Set Up Entitlements
  Entitlements are units of customer support in Salesforce, such as “phone support” or “web support”. Set up entitlements in your Salesforce org to help support reps determine whether a customer is eligible for support.
• Work with Entitlements
  Entitlements help you determine if your customers are eligible for support so you can create support records like cases or work orders for them.