Work with Entitlement Processes

You can create up to 1,000 entitlement processes total, with up to 10 milestones per process. If your org was created before Summer ’13, its maximum entitlement processes can be lower. Contact Salesforce to increase it.

Note If you’re using entitlement processes, manage customers’ work orders and cases on separate entitlements. This is because an entitlement process only runs on records that match its type. For example, when a Case entitlement process is applied to an entitlement, the process only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the process won’t run on the work order.

To view or cancel active entitlement processes, from Setup, enter Entitlement Processes in the Quick Find box, then select Entitlement Processes. You can also use the entitlement process queue to view or cancel active entitlement process actions. (Entitlement process monitoring isn’t available in Professional Edition orgs.)

Tip Entitlement process versioning lets you update existing entitlement processes, even if they’re assigned to active entitlements and cases. This can be useful if the business rules behind your entitlement processes change, for example, or if you need to create multiple versions of the same entitlement process that have only minor differences.

Important All users, even those without the “View Setup and Configuration” user permission, can view entitlement processes via the API.

• How a Record Moves Through an Entitlement Process
  When an entitlement process is applied to an entitlement, the entitlement process runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an entitlement process.
• How Business Hours Work in Entitlement Management
  When a support record is linked to an entitlement, the record, its milestones, its entitlement process, and the entitlement itself can each use different business hours. Learn how Salesforce approaches business hours in these situations.
• 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.
• Create a New Version of 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. You can use multiple versions of an entitlement process at the same time in your Salesforce org.
• Use a New Version of an Entitlement Process
  After you create a version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records.