---
schema_version: "1"
id: 0bc438214aff28429dbd4fd119b9c4f7693ef5c1e382f7bfdbf0af03cc2ca326
title: Entitlement Processes
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_process_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_process_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 82a05bd6ab48a52ec09e766720dfa91666ec7e8f4e5d2d9de6b17f7b4ddd67d2
description: 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.
products:
  - Service Cloud
release: "264"
---
# Entitlement Processes

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

<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>

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

- **[Set Up Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_setting_up.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.entitlements_process_overview.htm&release=264.0.0&type=5)**  
    Entitlement processes help you provide a consistent level of support to your customers. Learn how entitlement processes work and how to update them.