---
schema_version: "1"
id: 931f0be8c21eedfc1d8f94e00b21c3d0ec3e9318d133b3454a992303134cd791
title: What’s Entitlement Management?
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_about.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_about.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 30dc4db4fd41c8ff0146e75ab252c66674b0acccfac7e1786c76eb630aa09d1d
description: Entitlement management helps you provide the correct support to your customers. Its variety of features let you define, enforce, and track service levels as part of your support management process.
products:
  - Service Cloud
release: "264"
---
# What’s Entitlement Management?

Entitlement management helps you provide the correct support to your customers. Its variety of features let you define, enforce, and track service levels as part of your support management process.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Entitlement management features include:

- _Entitlements,_ which let support reps determine whether a customer is eligible for support.
- _Entitlement processes,_ which let you design 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.

Because entitlement management is highly customizable, you have full control of which features you use and how you set them up to reflect your customer support model. We’ll walk you through important planning decisions and setup steps to help you make the most of entitlement management.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png)

Important Only users in orgs with Agentforce Service (formerly Service Cloud) can enable, create, and update entitlement management items.

#### See Also

- [Planning for Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_determining_set_up.htm&release=264.0.0&type=5 "Entitlement management is highly customizable, which means you have many choices during setup. Before you begin the setup process, it’s essential to choose an entitlement management model.")
- [Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5 "When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.")