Entitlement Management Limits and Limitations

Limits

Limitations

Experience Limitations

• Entitlements are only supported in experiences built using Salesforce Tabs + Visualforce and can’t be added to Lightning Experience.
• The status icon is available for the Entitlement object only in Salesforce Classic.

Entitlement Limitations

• Every entitlement must be associated with an account.
• You can’t share entitlements. Entitlements inherit their parent account’s sharing settings. To update an entitlement, you need Read access on the parent account.
• If you’re using entitlement processes, manage customers’ work orders and cases on separate entitlements. This is because an entitlement process only runs on records that match its type. For example, when a Case entitlement process is applied to an entitlement, the process only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the process won’t run on the work order.
• Merge fields for entitlements on cases aren't supported. For example, if you add the Entitlement Name {!Case.Entitlement} merge field to an email template, the field is not populated on the template.
• Entitlement contacts don’t have page layouts, search layouts, buttons, links, or record types.
• Entitlements don’t automatically apply to cases created with Web-to-Case or Email-to-Case. For details on how to auto-add entitlements to these types of cases, see Automatically Add Entitlements to Cases from Web, Email, and Experiences.
• An email violation is triggered to the Queue if there is an email address associated with it. Queue members don't receive the violation email.

Milestone Limitations

• You can’t add milestones to support records without using entitlement processes. Entitlement processes apply milestones to support records.
• Milestones aren’t marked completed automatically. For details on how to auto-complete milestones on records that match unique criteria, see Auto-Complete Case Milestones.
• Actions on time-based milestones sometimes execute a few seconds before their target date. For example, if you set up a violation action to occur 0 minutes after the milestone is violated, the action can execute in the minute before the target date.
• After an entitlement process is activated, you can’t delete its milestones or create milestone actions. But you can create versions of entitlement processes with different milestone settings and apply the new version to existing entitlements.
• By default, the tracker shows only one milestone countdown at a time. To view upcoming milestones, use the links in the tracker.
• The Case Milestone Status field isn’t available in list views in Lightning Experience.
• The Milestone component and tracker doesn’t appear in the Salesforce mobile app.
• Business hours on entitlement processes aren’t supported in change sets. To transfer an entitlement process with business hours from one Salesforce org to another, use one of these approaches:
  • Create the entitlement process from scratch in the new org.
  • Use an alternative method to transfer the entitlement process, such as the Ant Migration Tool.
  • Remove the business hours from the entitlement process before adding it to a change set.
  • Case Milestone doesn't have system fields to identify who completes or changes the milestone.

Service Contract Limitations

• You can only use contract line items if your org uses the Product object.
• You can’t create list views for contract line items.
• You can’t share contract line items. Contract line items inherit their parent service contract’s sharing settings. For example, users with the Read permission on service contracts inherit the Read permission on contract line items.
• In the Salesforce mobile app, contract line items can be edited and deleted but not created.
• You can’t select a record type when creating contract line items. To change a line item’s record type from the default type, manually update the record after it’s created.

Note If you experience issues with the Root Service Contract field being blank, contact Salesforce for help.

Lightning Experience Limitations

• The Entitlements related list isn’t available on contacts.
• The Entitlement Templates related list isn’t available on products.
• The Contacts related list isn’t available on entitlements.
• The Business Hours field isn't available on the Case Milestones related list.
• The Milestone Status Icon field on cases isn’t available.
• In the Object Milestones related list on work orders, only the following fields are supported: Created By, Created Date, Last Modified By, Last Modified Date, Deleted, Object Milestone ID, Object Milestone Name, Stopped Time (Mins), Elapsed Time (Mins), Target Date, Completion Date, and Parent Object.
• The Status Icon field on service contracts isn’t available.
• When you're adding multiple contract line items to a service contract, picklist fields on contract line items show all values in your org rather than only the values corresponding to the line item’s record type. But selecting a value corresponding to a different record type results in an error. This issue doesn’t occur when you edit a single line item.
• When you clone a case that’s related to an entitlement record, the Entitlement Process Start Time carries over from the cloned case.