---
schema_version: "1"
id: 546846ca0031cf262d3ad7dc1755af058ead525f64bc9f7d648676e526fa4583
title: Set Up 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_setting_up.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_process_setting_up.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a6821124a92269c2986c6e735b46f69de298ffef119ab6a52d47b904792e678e
description: 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.
products:
  - Service Cloud
release: "264"
---
# 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.

### 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. **[Create an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_create.htm&release=264.0.0&type=5)**  
    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.
2. **[Customize Entitlement Process Fields](https://help.salesforce.com/s/articleView?id=service.entitlements_process_fields.htm&release=264.0.0&type=5)**  
    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.
3. **[Add a Milestone to an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_adding_sla.htm&release=264.0.0&type=5)**  
    Add milestones to entitlement processes to define required steps in your support process.
4. **[Add a Milestone Action to an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_actions.htm&release=264.0.0&type=5)**  
    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.
5. **[Apply an Entitlement Process to an Entitlement](https://help.salesforce.com/s/articleView?id=service.entitlements_process_apply.htm&release=264.0.0&type=5)**  
    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.

#### See Also

- [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.")