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Entitlement Processes

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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.

Required Editions

View supported editions.

Not all entitlements require entitlement processes. For example, an entitlement might just state that a customer is eligible for phone support and business hours define phone support to be 24/7. If you need to add more to that definition—for example, if certain people must be emailed after a customer's case goes unresolved for two hours—use an entitlement process.

Set up an entitlement process
  • Set Up Entitlement Processes
    Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org.
  • Work with Entitlement Processes
    Entitlement processes help you provide a consistent level of support to your customers. Learn how entitlement processes work and how to update them.
 
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