--- schema_version: "1" id: 99faaada406b885fc61197ba09d310525c2427ee14ff2713a1e7f2671c900005 title: Entitlement Management Help collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_help.md canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_help.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 25a116b00f64cae63c7b0bcdf13e44659e98b123e814ed3d3564580d669be55b description: Find the information you need to make the most of entitlement management. products: - Service Cloud release: "264" --- # Entitlement Management Help Find the information you need to make the most of entitlement management. ### Required Editions
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## Entitlement Management - [What’s Entitlement Management?](https://help.salesforce.com/s/articleView?id=service.entitlements_about.htm&release=264.0.0&type=5 "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.") - [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.") - [Entitlement Management Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.entitlements_best_practices.htm&release=264.0.0&type=5 "These limits and limitations apply to entitlements and their related features.") - [How Business Hours Work in Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_business_hours.htm&release=264.0.0&type=5 "When a support record is linked to an entitlement, the record, its milestones, its entitlement process, and the entitlement itself can each use different business hours. Learn how Salesforce approaches business hours in these situations.") - [The Admin’s Guide to Entitlement Management](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_entitlements_implementation_guide.pdf) ## Entitlements - [Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_overview.htm&release=264.0.0&type=5 "Entitlements are units of customer support in Salesforce, such as “phone support” or “web support.” They’re typically used to represent terms in service agreements.") - [Guidelines for Working with Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_creating.htm&release=264.0.0&type=5 "Entitlements in Salesforce specify whether a customer is entitled to customer support. Learn how to perform common actions on entitlements.") - [Verify Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_verifying.htm&release=264.0.0&type=5 "Each entitlement in Salesforce is associated with a specific account. Verify that a customer is entitled to customer support before you create or update a case or work order.") - [Entitlements: Terms to Know](https://help.salesforce.com/s/articleView?id=service.entitlements_terms.htm&release=264.0.0&type=5 "Learn useful terms related to entitlement features in Salesforce.") - [Entitlement Fields](https://help.salesforce.com/s/articleView?id=service.entitlements_fields.htm&release=264.0.0&type=5 "Entitlements have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Set Up Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up.htm&release=264.0.0&type=5 "Entitlements are units of customer support in Salesforce, such as “phone support” or “web support”. Set up entitlements in your Salesforce org to help support reps determine whether a customer is eligible for support.") - [Set Up Entitlement Management in Experiences](https://help.salesforce.com/s/articleView?id=service.entitlements_impl_partportal.htm&release=264.0.0&type=5 "Add entitlement management to your experiences to let customers or partners view their entitlements and service contracts.") - [Report on Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_impl_report.htm&release=264.0.0&type=5 "Use custom report types to define report criteria that users can use to run and create reports on entitlements, service contracts, and contract line items.") ## Milestones and Entitlement Processes - [Work with Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_overview.htm&release=264.0.0&type=5 "Milestones help you give your customers a consistent support experience. Learn about milestones statues, actions, and recurrence types.") - [Milestone Statuses](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_statuses.htm&release=264.0.0&type=5 "Milestones on support records display one of three statuses.") - [Milestone Actions](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_actions_overview.htm&release=264.0.0&type=5 "Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process. Actions can be added to milestones after the milestone is added to an entitlement process.") - [Milestone Recurrence Types](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_sequential_recurrence.htm&release=264.0.0&type=5 "When you create a milestone, you must choose its recurrence type. Learn what each recurrence type means and when to use it.") - [Milestones: Supported Objects](https://help.salesforce.com/s/articleView?id=service.entitlements_supported_objects.htm&release=264.0.0&type=5 "Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce.") - [Where Can I View Milestones?](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_app_visibility.htm&release=264.0.0&type=5 "Your settings and configurations for entitlements and milestones determine where you and your support reps can view milestones.") - [Set Up Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_setup.htm&release=264.0.0&type=5 "Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to entitlement processes and applied to support records like cases and work orders.") - [Work with Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_overview.htm&release=264.0.0&type=5 "Entitlement processes help you provide a consistent level of support to your customers. Learn how entitlement processes work and how to update them.") - [How a Record Moves Through an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_cases.htm&release=264.0.0&type=5 "When an entitlement process is applied to an entitlement, the entitlement process runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an entitlement process.") - [Set Up Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_setting_up.htm&release=264.0.0&type=5 "Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org.") ## Updating Entitlement Processes - [Updating an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_versioning_overview.htm&release=264.0.0&type=5 "Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records.") - [Create a New Version of an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_creating_new_versions.htm&release=264.0.0&type=5 "Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records. You can use multiple versions of an entitlement process at the same time in your Salesforce org.") - [Use a New Version of an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_using_new_versions.htm&release=264.0.0&type=5 "After you create a version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records.") ## Service Contracts - [Work with Service Contracts](https://help.salesforce.com/s/articleView?id=service.service_contracts_overview.htm&release=264.0.0&type=5 "Service contracts are an advanced entitlement feature that help you track your customer support agreements. Learn how to create and manage service contracts.") - [Guidelines for Working with Service Contracts](https://help.salesforce.com/s/articleView?id=service.service_contracts_creating.htm&release=264.0.0&type=5 "Service contracts are agreements between you and your customers for a type of customer support. Learn how to perform basic actions on service contracts.") - [Service Contract Fields](https://help.salesforce.com/s/articleView?id=service.service_contracts_fields.htm&release=264.0.0&type=5 "Service contracts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Set Up Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_service_contracts.htm&release=264.0.0&type=5 "Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as subscriptions or service level agreements (SLAs).") ## Contract Line Items - [Work with Contract Line Items](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_items_overview.htm&release=264.0.0&type=5 "Contract line items are those products covered by a service contract, not by a general contract. You can only use contract line items if you use products in Salesforce.") - [Guidelines for Working with Contract Line Items](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_item_creating.htm&release=264.0.0&type=5 "Contract line items are products covered by a service contract. Learn how to perform basic actions on contract line items.") - [Contract Line Item Fields](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_item_fields.htm&release=264.0.0&type=5 "Contract line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Add Contract Line Items to Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_service_contracts_line_items.htm&release=264.0.0&type=5 "Set up contract line items to be able to specify which products a service contract covers. Contract line items only display to users on the Contract Line Items related list on service contracts (not on contracts!). You can only use contract line items if your Salesforce org uses products.")