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.
Required Editions
- 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.
- Customize Entitlement Process Fields
If you intend to use entitlement processes in your Salesforce org, customize page layouts to ensure that support reps can see and interact with entitlement processes.
- Add a Milestone to an Entitlement Process
Add milestones to entitlement processes to define required steps in your support process.
- Add a Milestone Action to an Entitlement Process
Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an entitlement process. After you create an entitlement process and add milestones to it, add milestone actions to the milestones.
- Apply an Entitlement Process to an Entitlement
You’ve created an entitlement process; now it’s time to use it! Apply an entitlement process to a customer’s entitlement so all support records linked to the entitlement use that process.
