---
schema_version: "1"
id: 000cfc1dacbf6b9c4fdc0a3369cbc6eabe96b914586470d84ef6392899108e47
title: Entitlements
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_overview.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_overview.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 37ac3ed2731acbc7db856a200e381b367c0b21aed7e40d0b9994a10c69b0ad67
description: 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.
products:
  - Service Cloud
release: "264"
---
# Entitlements

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.

### 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>

You can associate entitlements with accounts, assets, contacts, and service contracts. For example, a phone support entitlement can be added to an account. When a contact from that account calls your service department, support reps can quickly verify that they’re entitled to phone support.

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

You can use entitlements on their own or as part of _entitlement processes_. Entitlement processes are timelines that contain all the steps that support reps must complete to resolve a support record. To represent more complex service-level agreements in Salesforce—with features like renewal processes and multiple service levels—you can use _service contracts_ and _contract line items_.

View and manage entitlements in Salesforce from the Entitlements tab. Depending on how entitlements are set up, you can also use the Entitlements related list on accounts, contacts, assets, or service contracts.

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

Note In Lightning Experience, the Entitlements related list isn’t available on Contacts.

- **[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.
- **[Work with Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_parent_agent.htm&release=264.0.0&type=5)**  
    Entitlements help you determine if your customers are eligible for support so you can create support records like cases or work orders for them.

#### See Also

- [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.")
- [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.")