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Create an Entitlement Process

Create an entitlement process to give support reps a timeline of required steps to follow when solving support records. Each process includes the logic necessary to determine how to enforce the correct service level for your customers.

Required Editions

View supported editions.
User Permissions Needed
To view entitlements: Read on entitlements
To change entitlements: Edit on entitlements
To create and update entitlement processes: Manage Entitlements

You must create milestones before you create an entitlement process.

  1. From Setup, enter Entitlement Processes in the Quick Find box, then select Entitlement Processes under Entitlement Management.
  2. Click New Entitlement Process.
  3. Select an entitlement process type. If you intend to use the process to enforce milestones on cases, select Case. If you intend to use the process to enforce milestones on work orders, select Work Order. (If work orders aren’t enabled in your org, you only see the Case option.)
    Note
    Note If you’re using entitlement processes, manage customers’ work orders and cases on separate entitlements. This is because an entitlement process only runs on records that match its type. For example, when a Case entitlement process is applied to an entitlement, the process only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the process won’t run on the work order.
  4. Enter a name—for example, Standard Support Process—and a description.
  5. If you want to enable the process, select Active. We recommend waiting to activate an entitlement process until you add milestone actions to it. You can’t update or delete milestone actions on a process after it’s activated and applied to a record.
  6. Optionally, if entitlement versioning is enabled, select Default Version to make this version of the entitlement process the default.
  7. Choose the criteria for records to enter and exit the entitlement process.
    Field Description More Actions to Take?
    Record* enters the process

    Based on record created date

    Select if records should enter the process when they’re created.

    		 No

    Based on a custom date/time field on the record

    Select if you want the value of a custom date/time field on the record to determine if the record qualifies to enter the Entitlement Process. If you do not enter a value, record enters the process when it is created.

    		 Yes, a drop-down list displays for selecting the custom date/time. You can only choose a custom date/time, not a custom date.
    Record exits the process

    Based on when record is closed

    Select if records should exit the process when they're closed.

    		 No

    Based on custom criteria

    Select if records should exit the process based on criteria you define.

    Yes, select one of the following:

    • Choose criteria are met and select the filter criteria that a record must meet for it to exit the process. For example, set a case filter to Priority equals Low if you want cases with the Priority field marked Low to exit the process.

      Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.”

    • Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Records exit the process if the formula returns “True.” For example, the formula (Case: Priority equals Low) AND(Case: Case Origin equals Email, Web) moves cases out of the process if their Priority field is Low and the Case Origin field is marked Email or Web.
    *The field names you see will reflect the entitlement process type you selected.
  8. Optionally, choose the business hours you’d like to apply to the entitlement process. The business hours you set here calculate the Target Date for all the milestones on this entitlement process.
  9. Save your changes.

All users, even those without the “View Setup and Configuration” user permission, can view entitlement processes via the API.