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.
Required Editions
Not all entitlements require entitlement processes. For example, an entitlement might just
state that a customer is eligible for phone support and business hours define phone support to be
24/7. If you need to add more to that definition—for example, if certain people must be
emailed after a customer's case goes unresolved for two hours—use an entitlement
process.
- Set Up Entitlement Processes
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.
- Work with Entitlement Processes
Entitlement processes help you provide a consistent level of support to your customers. Learn how entitlement processes work and how to update them.
