---
schema_version: "1"
id: c8f04923b23158265970f6f9fce77c79f1efd5e25d4e1683bbccdbeb295ab955
title: Set Up an Entitlement Template
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_setting_up_templates.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_templates.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 995733e7274267657b0dcf8a91095d46655aa22f78b4987ab80cda8fab32ac89
description: Entitlement templates let you predefine terms of support that users can add to products.
products:
  - Service Cloud
release: "264"
---
# Set Up an Entitlement Template

Entitlement templates let you predefine terms of support that users can add to products.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d155688e60">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e60 ">To create entitlement templates:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e60 ">Manage Entitlements</td>

          </tr>
        </tbody>
      </table>

You can create entitlement templates for specific products so support reps can quickly add the right entitlement whenever a customer purchases the product. For example, you can create entitlement templates for web or phone support so support reps can easily add entitlements to products offered to customers.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note In Lightning Experience, the contact related list isn’t available on Entitlements.

Purchased or installed products are represented in Salesforce as assets. That means:

- A _product_ (for example, “Laser Scanner”) is linked to an entitlement template
- A corresponding _asset_ (for example, the laser scanner purchased by ABC Labs) is linked to an entitlement that was created from the entitlement template

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Entitlement templates are only available if entitlements and products are enabled in your org.

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png)

Tip The Entitlement Management Trailhead module introduces you to common terms and walks you through the process of creating an entitlement template. And, it’s fun! To get started, see [Entitlement Management](https://trailhead.salesforce.com/en/module/entitlements).

1. Add the Entitlement Templates related list to product page layouts.
2. Optionally, add the Type and Business Hours fields to the Entitlement Templates related list. This lets users view the type of entitlement, such as Web or phone support, and any business hours that apply to the entitlement.
3. Create an entitlement template.
    1. From Setup, enter Templates in the Quick Find box, then select **Entitlement Templates**.
    2. Click **New Template**.
    3. Enter any details:
        
        <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
                <colgroup>
                  <col style="width:50%">
                  <col style="width:50%">
                </colgroup>
                <thead class="slds-text-title_caps ">
                  <tr class="">
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155688e178">Field</th>
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155688e181">Description</th>
                  </tr>
                </thead>
                <tbody>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 ">
                      <samp class="parmname">Entitlement Template Name</samp>
                    </td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 ">
                      <p>The name of the entitlement template.</p>
                      <p style="margin-bottom:0;">Use a descriptive name, like
                        <kbd>Phone Support</kbd>. This helps users better understand entitlement
                        templates when they see them on related lists for products.
                      </p>
                    </td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 ">
                      <samp class="parmname">Term (Days)</samp>
                    </td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 ">
                      <p>
                        <span id="entitlements_setting_up_templates__TermDesc"><a name="entitlements_setting_up_templates__TermDesc"><!-- --></a>The number of days the entitlement is in effect.</span>
                      </p>
                      <p style="margin-bottom:0;" dir="ltr">For example, if you want the entitlement template to entitle all customers
                        who purchase this product to 90 days of phone support, enter
                        <kbd>90</kbd>.
                      </p>
                    </td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 ">
                      <samp class="parmname">Entitlement Process</samp>
                    </td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 ">
                      <span>The entitlement process associated with the
                        entitlement.</span>
                    </td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 ">
                      <samp class="parmname">Per Incident</samp>
                    </td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 "><span>Lets you limit the number of cases the entitlement
                        supports.</span> The admin
                      determines whether this field is visible.</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 ">
                      <samp class="parmname">Cases Per Entitlement</samp>
                    </td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 ">
                      <p>
                        <span>The total number of cases the entitlement
                          supports.</span>
                      </p>
                      <p style="margin-bottom:0;">This field is only available if <samp class="parmname">Per
                          Incident</samp> is selected.</p>
                    </td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 ">
                      <samp class="parmname">Business Hours</samp>
                    </td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 ">
                      <span>The entitlement’s supported business hours.</span>
                    </td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 ">
                      <samp class="parmname">Type</samp>
                    </td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 ">
                      <p>
                        <span>The type of entitlement, such as Web or phone support.</span>
                      </p>
                      <p style="margin-bottom:0;">Admins can customize this field’s values.</p>
                    </td>

                  </tr>
                </tbody>
              </table>
4. Click **Save**.
5. Add the entitlement template to a product.
    
    1. Go to the product detail page.
    2. Click **Add Entitlement Template** on the Entitlement Templates related list.
    3. Select the entitlement template.
    4. Click **Insert Selected**.
    5. Click **Done**.
    
    Now when a user creates an asset and links it to that product, the Entitlements related list on the asset includes an entitlement created from the entitlement template. That way, support reps responding to a call about the asset can quickly see what kind of support the customer is entitled to receive.