Automatically Apply Entitlements to Cases and More

Automatically apply the correct entitlements and consecutively the correct SLA policy to cases, work orders, and incidents based on predefined rules. This reduces manual effort and ensures compliance, improving service rep productivity, and minimizing SLA violations. This feature is available only with the new simplified setup experience.

Required Editions

View supported editions.

User Permissions Needed
To set up entitlement-related lookups on cases:	Manage Entitlements

Note Entitlements are applied automatically only when a record is created. If you update an existing record so that it later matches an application rule, the entitlement isn't applied automatically.

1. From Setup, enter SLA policies in the Quick Find box, then select SLA Policies under SLA Management.
2. On the Auto Apply Entitlements tab, click New.
3. Enter order and select an entitlement. Only entitlements with an SLA policy attached to them will show up. Entitlements with a higher order are applied to the record if conditions for more than one entitlement evaluate to true (1 being the highest order).
4. Create the rule a record must match for the entitlement to apply to it:
   1. Select All Conditions Are Met (AND) if you want the entitlement to apply when all of the defined conditions are met.
   2. Select Any Condition Is Met (OR) if you want the entitlement to apply when any of the defined conditions is met.
   3. Select Custom Condition Logic Is Met if you want the entitlement to apply when the defined custom logic condition(s) is met.
5. Add conditions and click Save.