Entitlement Management

Entitlements help you determine if your customers are eligible for customer support so you can create cases for them. You can set up entitlements so that users can view and create them from the Entitlements tab or from the Entitlements related lists on Accounts, Contacts, Assets, Service Contracts.

A customer may be eligible for support based on a particular asset, account, or service contract. Depending on how entitlements are set up, you can view and create them on the Entitlements tab or from the Entitlements related list on accounts, contacts, assets, or service contracts. You can click Create Case on the Entitlements related list to create cases that automatically include the correct entitlement, account, contact, and asset. If set up, the Entitlements or Entitlement Template related lists let you add existing entitlements to contacts and products. Entitlements don’t automatically apply to cases created with Web-to-Case or Email-to-Case. If needed, you can add entitlements to these features using Apex code.

Support agents can verify that customers are eligible for support before creating cases for them. Here’s an example of how support agents use entitlements: 1. A customer calls support. 2. A support agent searches for the caller’s account, contact, asset, or service contract. 3. The agent verifies there’s an active entitlement on the Entitlements related list. 4. The agents creates a case from the entitlement.

Entitlement Process :-
Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases. Each process includes the logic necessary to determine how to enforce the correct service level for your customers. 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 needed to add more to that definition—for example, if certain people need to be emailed after a customer’s case goes unresolved for two hours—you would use an entitlement process.

1. Go to Setup –> App Setup –> Customize –> Entitle Management –> Settings.
2. Enable Entitle Management.

Enable Entitlement Management

3. Add Entitlement Name field in Case page layout.

entitlement name field

4. Add the Entitlements related list to account, contact, and asset page layouts.
account page layout
5. Add the Entitlements tab to an app.
adding tab

6. Go to Setup –> Customize –> Entitlement Management –> Milestones.
7. Click New Milestone.
8. Enter a name and description.
9. Click Save.

10. Add Milestone Status and Milestone Icon fields to Case page layout.
mile stone status

11. Go to Setup –> App Setup –> Customize –> Case –> Case Milestones –> Fields.
12. Add the fields and Save the page layout.
case milestones

13. Go to Setup –> Customize –> Entitlement Management –> Entitlement Processes.
14. Click New Entitlement Process.
15. Enter a name and description.
16. Select Active to enable the process.
entitlement process

17. Click New in Milestone related list.
new milestone for process

18. Create a milestone.
sample mile stone

19. Open the Milestone created by you.
open milestone

20. Define actions for it.

21. Set Field Level Security for all the fields.
fls for case fields

22. Create an Active Entitlement record.
entitlement tab in SFDC

23. Create a Case record and edit the Case Milestone record before closing the case.

24. Select the Completion Date and click Save button.
completion Date


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