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            Set Up and Manage Entitlements and Milestones

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            Set Up and Manage Entitlements and Milestones

            Give your customers the level of support you’ve promised them. Entitlement management lets you define, enforce, and track customer service levels as part of your support management process.

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            • Entitlement Management Help
              Find the information you need to make the most of entitlement management.
            • What’s Entitlement Management?
              Entitlement management helps you provide the correct support to your customers. Its variety of features let you define, enforce, and track service levels as part of your support management process.
            • Planning for Entitlement Management
              Entitlement management is highly customizable, which means you have many choices during setup. Before you begin the setup process, it’s essential to choose an entitlement management model.
            • Entitlement Management Setup Checklist
              When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.
            • Entitlement Management Limits and Limitations
              These limits and limitations apply to entitlements and their related features.
            • Entitlements
              Entitlements are units of customer support in Salesforce, such as “phone support” or “web support.” They’re typically used to represent terms in service agreements.
            • Milestones
              Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to entitlement processes to ensure that support reps resolve support records correctly and on time.
            • Entitlement Processes
              Entitlement processes are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each process includes the logic necessary to determine how to enforce the correct service level for your customers.
            • Service Contracts
              Service contracts in Salesforce represent a customer support agreement between you and your customers. You can use them to represent subscriptions, service level agreements (SLAs), and other types of customer support.
            • Set Up Entitlement Management in Experiences
              Add entitlement management to your experiences to let customers or partners view their entitlements and service contracts.
             
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