---
schema_version: "1"
id: fd81bb28c77a2869e86b30fcd6d8ed5eb8aa559bde614535214e5de5633748de
title: How a Record Moves Through an Entitlement Process
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_process_cases.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_process_cases.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: db19b159153f149d30cf9c534283cb4784d7ed732511ae8159cc6386b8ab4628
description: 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.
products:
  - Service Cloud
release: "264"
---
# How a Record Moves Through an Entitlement Process

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.

### 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>

1. A support rep linked a record to an entitlement that has an entitlement process. This can be done in several ways:
    - The support rep creates the record from the Cases or Work Orders related list on the entitlement.
    - The support rep creates the record, then uses the Entitlement lookup field on the record to select the proper entitlement.
2. The record enters the process based on its creation date or a custom date/time field. A custom date/time field lets users edit a date on the record to trigger when it enters the process.
3. Salesforce assigns milestones with matching criteria to the record. For example, if a milestone’s criteria is Priority equals High, and a case has a Priority of High, Salesforce assigns it to the Priority equals High milestone. A record associates with one milestone at a time. It can associate with many milestones as it moves through the process.
4. Milestone actions determine when and if warning, violation, or success workflow actions fire for the record.
5. A support rep updates the record to complete a milestone action.
6. After a record is updated, it cycles through the entitlement process and initiates any milestones that match its criteria.
7. The record exits the process based on custom criteria or when it’s closed.

You can view records with assigned entitlements by creating case or work order list views that filter on entitlement process fields.

#### See Also

- [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.")
- [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.")