Get Started with Entitlements

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Attention, Trailblazer!

Salesforce has two different desktop user interfaces: Lightning Experience and Salesforce Classic. This module is designed for Salesforce Classic.

You can learn about switching between interfaces, enabling Lightning Experience, and more in the Lightning Experience Basics module here on Trailhead.

Learning Objectives

After completing this unit, you’ll be able to:
  • Understand the value of using entitlements.
  • Explain how to use entitlement templates.
  • Create an entitlement for a customer.

Introduction to Entitlement Management

You may have heard the phrase “entitlement management” floating around. We know—it sounds a bit intimidating. But entitlement management is just a blanket term for a neat little group of Salesforce features that help you enforce service level agreements (SLAs), which are contracts that spell out the level of service you’ve promised to your customers. So slip into something cozy, rustle up some nourishment, and prepare to become an entitlement management wizard!

Chances are, you need to keep tabs on the level of customer support each of your customers is entitled to. After all, if Customer A is entitled to a daily heart-to-heart with a doting squad of support agents, but Customer B is allowed one email consultation per year, you don’t want to mix those two up! Enter entitlements, which tell your support team what service level each customer is entitled to based on their SLA. You can incorporate entitlements into your support process in several ways, but if you want to keep it simple, just link each entitlement to an account in Salesforce. Here’s what this approach looks like:
Entitlement diagram
  1. You create an entitlement that entitles a particular account to phone support.
  2. A contact from that account calls support with a question.
  3. The support agent looks up the account and sees it has an active phone support entitlement.
  4. The agent answers the question and, if needed, creates a case from the entitlement.

Some SLAs are this simple, but you probably have some extra support details that you’d like to enforce. For example, maybe high-priority cases must be closed within 24 hours, or agents must respond to customer comments on cases within 4 hours. To enforce time-dependent support steps like these on cases, you can use a nifty tool called an entitlement process. Entitlement processes are customizable timelines that include all of the steps (or milestones, in Salesforce lingo) that support agents must complete to resolve a case. Once you set up a process, you can apply it to as many customer entitlements as you need.

Now that you’ve been introduced to some common entitlement management concepts, let’s embark upon our journey to SLA greatness! In this unit, we’ll create an entitlement for a customer. We’ll also learn about a time-saving tool called an entitlement template.
Tip

Tip

This unit just covers entitlements, entitlement processes, and milestones. To learn about service contracts and contract line items (more awesome entitlement management features), waltz your way to the Entitlement Management Help.

Housekeeping

Before you get started, let’s take care of a few chores to make sure everything goes smoothly.

  1. Enable entitlement management.
    1. From Setup, enter Entitlement Management in the Quick Find box, then click Entitlement Management > Entitlement Settings.
    2. Select Enable Entitlement Management, and save your changes.
  2. Set field-level security for the Entitlement Name field on cases so you can view and edit it.
    1. From Setup, enter Field Accessibility in the Quick Find box, then click Field Accessibility > Case > View by Fields.
    2. Select Entitlement Name in the drop-down menu, and click Hidden next to your profile to display the accessibility options.
    3. Under Field-Level Security, select Visible, and under Page Layout, select Visible. Save your changes.
  3. Add the milestone tracker to the case feed to let users see a milestone countdown on cases. (If you’re not sure what that means, don’t worry—we’ll get to it in the next unit.)
    1. From Setup, enter Cases in the Quick Find box, then click Page Layouts under Cases.
    2. In the Case Page Layouts section, click Edit next to Case Layout, then click Feed View at the top of the page layout editor.
      Feed View button
    3. In the Other Tools and Components section, use the arrow buttons to add the Milestone Tracker to the left or right column, and save your changes.
  4. Add the Entitlement Templates related list to the product page layout.
    1. From Setup, enter Products in the Quick Find box, then click Page Layouts under Products.
    2. Click Edit next to Product Page Layout.
    3. In the Related Lists section, drag the Entitlement Templates related list onto the layout, and save your changes.
  5. Add the Entitlements related list to the account and asset page layouts.
    1. From Setup, enter Accounts in the Quick Find box, then click Page Layouts under Accounts.
    2. Click Edit next to Account Page Layout.
    3. In the Related Lists section, drag the Entitlements related list onto the layout, and save your changes.
    4. From Setup, enter Assets in the Quick Find box, then click Page Layouts under Assets.
    5. Click Edit next to Asset Page Layout.
    6. In the Related Lists section, drag the Entitlements related list onto the layout, and save your changes.

Now, let’s cha cha our way into the wondrous world of entitlements.

Create an Entitlement

A customer’s entitlement is like a golden ticket that tells support agents what kind of support the customer is entitled to. Your best customer, Hats, Inc., has an SLA that entitles them to web support for one year. Let’s create an entitlement for them that reflects the terms of their SLA.

  1. Click the Entitlements tab. (You may need to add it to your tabs first.)
  2. Click New.
  3. Enter the following details:
    • Entitlement Name*: Standard Web Support
    • Type: Web Support
    • Account Name*: An account of your own choosing. In this example, we’ll use Hats, Inc.
    • Start Date: Today’s date
    • End Date: 1 year from today

    *Required field

  4. Leave the rest of the fields blank, and click Save.
Entitlement detail page

The Hats, Inc. account now has its very own entitlement that tells agents what support level its contacts are entitled to. Awesome! We’ll come back to Hats, Inc. in a bit. But for now, let’s explore one way to create entitlements automatically in Salesforce.

Using Entitlement Templates

If a product that you offer includes the same support level for every customer, you can attach an entitlement template to the product to predefine its support terms. Entitlement templates are a neat time-saving way to churn out multiple entitlements with the same settings.
Note

Note

You’ll only use entitlement templates if you use products in your org. Salesforce developer orgs come with several predefined products for you to play around with.

So how can entitlement templates help you out? Imagine that your new product, the Origami Box Kit, is wildly popular. However, it’s a little hard to assemble. (Go figure.)

Because of this issue, you want every customer who purchases an Origami Box Kit to receive phone support for one year following their purchase. Sure, you could manually create a separate “Phone Support” entitlement for every customer, but you’ve got places to go and products to sell! Here’s how you can use an entitlement template to quickly entitle all Origami Box Kit owners to phone support.

  1. Create your entitlement template:
    1. From Setup, enter Templates in the Quick Find box, then click Entitlement Templates.
    2. Click New Template.
    3. Name the template Phone Support and use a term length of 365 days.
    4. For now, leave the Entitlement Process field blank. (You can always add a process to your template once you create one.)
    5. Leave the rest of the fields blank, and save your template.
  2. Create the Origami Box Kit product.
    1. Click the Products tab. (You may need to add it to your tabs first.)
    2. Click New.
    3. For Product Name, enter Origami Box Kit.
    4. For Product Description, enter A kit of 50 origami boxes of various sizes.
    5. For Product Code, enter 01234.
    6. Select Active, and leave Product Family blank.
    7. Click Save.
  3. Apply the entitlement template to the product:
    1. You should still be on the detail page of the Origami Box Kit product. In the Entitlement Templates related list, click Add Entitlement Template.
    2. Select the entitlement template you created.
    3. Click Insert Selected.
    4. Click Done. Your template is now linked to the product!
Product detail page
Whenever a user purchases an Origami Box Kit, an asset record for their kit is created from the Origami Box Kit product record. (Assets in Salesforce represent specific purchased products—for instance, “the Origami Box Kit purchased by Nigel”). Because the product record now includes an entitlement template, a Phone Support entitlement with the same settings as the template is automatically added to the newly created asset! The entitlement appears in the Entitlements related list on the asset.
What does this look like in real life? Well, suppose Nigel calls your support line in a panic because he’s unable to assemble his first origami box. The support agent speedily looks up Nigel in Salesforce and finds the asset record for his kit. The agent sees from the Phone Support entitlement on the asset that Nigel is entitled to phone support, and talks him through assembling the box. Happy customer = happy you!
Asset detail page
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