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Entitlements: Terms to Know
Learn useful terms related to entitlement features in Salesforce.
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- Entitlement
- A unit of customer support in Salesforce,
such as “phone support” or “web support.” It’s typically used to represent terms in
warranties. You can associate entitlement with accounts, assets, contacts, and service
contracts. View entitlements from the Entitlements tab or the Entitlements related list on
accounts, assets, contacts, and service contracts.
Note In Lightning Experience, the Entitlements related list isn’t available on Contacts. - Entitlement Contact
- Contacts who are entitled to customer support—for example, a named caller. The
Contacts related list on an entitlement shows which contacts are eligible for that
entitlement. You can remove or add contacts directly from the related list, or by updating the
contact record itself. Your business may not allow you to provide support to customers unless
they are a contact on the entitlement.Note
- Contacts on an account don’t automatically inherit the account’s entitlements. Depending on your business processes, you may need to create a separate entitlement for each contact on an account. You can also set up an Apex trigger that automatically assigns an entitlement to a contact when you create the contact.
- Entitlement contacts don’t have page layouts, search layouts, buttons, links, or record types.
- The same visibility and sharing settings that apply to the parent account apply to contacts. Associating a contact with an entitlement doesn’t share the entitlement record with the contact or the related experience user.
- Entitlement Template
- Predefined terms of customer support that can be quickly added to products in Salesforce. For example, you can create
entitlement templates for phone or web support so users can easily add entitlements to
products purchased by customers.Note In Lightning Experience, the contact related list isn’t available on Entitlements.
- Entitlement Management
- A collection of Salesforce features that
help you provide the correct service levels to your customers. It includes:
- Entitlements, which let support reps determine whether a customer is eligible for support.
- Entitlement processes, which are timelines that include all the steps that your support team must complete to resolve support records like cases or work orders.
- Service contracts, which let you represent different kinds of customer support agreements like warranties, subscriptions, or maintenance agreements. You can restrict service contracts to cover specific products.
- Experience access to entitlements, which lets experience users view entitlements and service contracts and create support records from them.
- Reporting on entitlement management, which lets you track the way entitlements are used in your Salesforce org and whether service contract terms are being met.
- Service Contract
- A customer support agreement between you and your customers. Service contracts in Salesforce can represent warranties, subscriptions, service level agreements (SLAs), and other types of customer support. View service contracts in the Service Contracts tab or on the Service Contracts related list on accounts and contacts.
- Contract Line Item
- Specific products covered by a service contract. View contract line items in the Contract
Line Items related list on service contracts (not contracts!). You can only use contract line
items if your org uses products.Note Schedules aren’t available for contract line items, and experience users can’t access them.
- Entitlement Process
- A timeline that includes all the steps (milestones) that support reps must complete to
resolve a support record. Each process includes the logic needed to determine how to
enforce the correct service level for your customers. Entitlement processes come in two
types: Case and Work Order.
Not all entitlements need processes. For example, a simple entitlement might just state that a customer is eligible for phone support 24/7. If you need to add time-dependent steps or service levels to that definition—for example, if you want a supervisor to be notified by email when a customer’s case goes unresolved for two hours—you need an entitlement process.
- Milestone
- A required step in your entitlement process. Milestones are metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Time on cases.
- Milestone Action
- A time-dependent workflow action that occurs on a milestone in an entitlement process. For
example, you might add the following actions to a milestone:
- Send an email alert to certain users one hour before a first response milestone is scheduled to expire
- Update certain fields on a case one minute after a first response is completed
- Success actions are triggered when a milestone is completed
- Warning actions are triggered when a milestone is about to be violated
- Violation actions are triggered when a milestone is violated
See Also
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