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Customize Entitlements

Customize entitlement fields and page layouts based on your business needs and how your support reps work.

Required Editions

View supported editions.
User Permissions Needed
To edit page layouts and set field history tracking: Customize Application
  1. Customize entitlements fields.
    This customization lets you control what information users add to entitlements.
    Tip
    Tip Create custom entitlement fields that are specific to your industry or your support processes. For example:
    • Customize the values for the Type field to match the types of entitlements your team provides or sells, like online support or online training.
    • If your business charges for entitlement renewals, create a currency field on entitlements named Cost to Renew.
  2. Customize entitlement page layouts.
    This customization lets you specify which fields and related lists users see on entitlements. Consider making the following customizations:
    • Add the Status Icon field so users can easily see whether the entitlement is active, expired, or inactive.
    • Add the Cases, Contacts, and Work Orders related lists so users can:
      • View cases, contacts, and work orders associated with entitlements
      • Create cases or work orders automatically associated with the correct entitlements
      • Add contacts to entitlements
    • Add the Work Orders Per Entitlement and Remaining Work Orders fields so users can track how many work orders were agreed to and how many are still available.
    Note
    Note In Lightning Experience, the Entitlement Templates related list isn’t available on product page layouts.
  3. Set field history tracking on entitlements.
    This customization lets you see when field values were changed. Changes are listed in the Entitlement History related list on entitlements. From the object management settings for entitlements, go to the fields section and click Set History Tracking.
  4. Customize other objects’ page layouts.
    • Add the Entitlement Name lookup field to case and work order page layouts. This field lets users add entitlements to cases or work orders.
      Important
      Important To let a user create cases from entitlements or change a case’s assigned entitlement, make the Entitlement Name field on cases editable for their profile.
    • Add the Entitlements related list to other objects’ page layouts:
      Add the Entitlements related list to this object’s page layouts... So users can view and create entitlements when...
      Accounts Any contact on the account is eligible for support
      Contacts Specific contacts are eligible for support
      Assets Specific assets (purchased products) are eligible for support
      Note
      Note In Lightning Experience, the Entitlements related list isn’t available on Contacts.
  5. Make the Entitlements tab visible in Salesforce and any custom apps.
    The Entitlements tab is where users create and edit entitlements. Add the tab to an app or instruct your users to add it to an existing tab set in Salesforce. To see the Entitlements tab, users need the “Read” permission on entitlements.