---
schema_version: "1"
id: c94b08c97794f3241eeb6a3813f77e0ea0d2888c3625f7bebf4e4ffea747853d
title: Set Up and Manage Entitlements and Milestones
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_parent_admin.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_parent_admin.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9f21b4a5720d05e1ed771e503ff104dce2b4c401416411bf29aa26e7c4977088
description: Give your customers the level of support you’ve promised them. Entitlement management lets you define, enforce, and track customer service levels as part of your support management process.
products:
  - Service Cloud
release: "264"
---
# Set Up and Manage Entitlements and Milestones

Give your customers the level of support you’ve promised them. Entitlement management lets you define, enforce, and track customer 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>

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

Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US).

- **[Entitlement Management Help](https://help.salesforce.com/s/articleView?id=service.entitlements_help.htm&release=264.0.0&type=5)**  
    Find the information you need to make the most of 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.
- **[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.
- **[Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_parent.htm&release=264.0.0&type=5)**  
    Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to entitlement processes to ensure that support reps resolve support records correctly and on time.
- **[Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_parent.htm&release=264.0.0&type=5)**  
    Entitlement processes are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each process includes the logic necessary to determine how to enforce the correct service level for your customers.
- **[Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_service_contracts_parent.htm&release=264.0.0&type=5)**  
    Service contracts in Salesforce represent a customer support agreement between you and your customers. You can use them to represent subscriptions, service level agreements (SLAs), and other types of customer 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.