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Entitlement Management Setup Checklist

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.

Required Editions

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User Permissions Needed
To set up entitlement management Manage Entitlements
Step Complete if...
checkbox Read Planning for Entitlement Management You’re thinking about using entitlements in your org.
checkbox Set Up Entitlements You want customer support eligibility to be determined at the account or contact level.
  checkbox Enable Entitlements You want to use entitlements in your org.
  checkbox Customize Entitlements You want to control which fields users see on entitlements, and how and where users associate entitlements with other records.
  checkbox Set Up Entitlement and Asset Lookup Filters on Cases You want to control which entitlements and assets users can link to a case.
  checkbox Give Users Access to Entitlement Management You want to give users the appropriate user permissions, field access, and tab access.
  checkbox Set Up an Entitlement Template You want to predefine the terms of support for specific products.
  checkbox Automatically Add Entitlements to Cases from Web, Email, and Experiences You want the correct entitlement to be added automatically to cases created using Web-to-Case, Email-to-Case, or experiences.
checkbox Set Up Milestones You want to define required steps that support reps must complete to close a support record.
  checkbox Customize Milestone Page Layouts You want to control which milestone-related fields users see.
  checkbox Enable Milestone Feed Items You want automatic notifications to be added to the feed and the record owner’s profile page when a milestone is completed or violated.
  checkbox Set Up the Milestone Tracker You want your support team to be able to see a list of upcoming and completed milestones and countdowns for active and overdue milestones.
  checkbox Limit User Updates to Milestones You want to prevent users from updating milestones unless certain criteria are met.
  checkbox Create a Milestone You want to define a required step in your support process.
  checkbox Auto-Complete Case Milestones You want milestones to be automatically marked Completed on cases that match unique criteria.
checkbox Set Up Entitlement Processes You want to be able to apply the required steps in your support process to specific records.
  checkbox Create an Entitlement Process You want to create a timeline that includes all of the steps that your support team must complete to resolve support records.
  checkbox Customize Entitlement Process Fields You want to control which entitlement process fields users see.
  checkbox Add a Milestone to an Entitlement Process You want to specify which required support steps occur, and when, on your timeline.
  checkbox Add a Milestone Action to an Entitlement Process You want to define time-dependent workflow actions that occur at every step (milestone) in an entitlement process when the milestone is nearing violation, violated, or completed.
  checkbox Apply an Entitlement Process to an Entitlement You want a specific entitlement’s support records to follow the steps defined in your entitlement process.
checkbox Create a New Version of an Entitlement Process You want to update an entitlement process.
checkbox Use a New Version of an Entitlement Process You want to apply a new version of an entitlement process to new or existing entitlements.
checkbox Set Up Service Contracts You want customer support eligibility to be determined at the service contract level.
checkbox Add Contract Line Items to Service Contracts You want to be able to limit a service contract to cover specific products.
checkbox Set Up Entitlement Management in Experiences You want customers or partners to be able to view their entitlements and service contracts and create support records from them.
checkbox Report on Entitlements You want to view and share data on entitlements and service contracts.
checkbox Give your support team entitlement management guidelines.

You want your support team to understand:

  • How to verify that a customer is entitled to support
  • How to link cases or work orders to entitlements
  • How entitlement processes affect the way they resolve cases or work orders

See Also