Each entitlement in Salesforce is associated with a specific account. Verify that a customer is entitled to customer support before you create or update a case or work order.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view entitlements: | Read on entitlements |
| To view accounts, contacts, assets, and service contracts: | Read on that object |
| What to Verify | Where to Verify It | Steps To Verify |
|---|---|---|
| Whether at least one contact on a specific account is entitled to support | Account detail page |
|
| Whether a specific contact is entitled to support Contact detail page | Contact detail page |
In Lightning Experience, the Entitlements related list isn’t available on Contacts. |
| Whether specific assets (purchased products) are entitled to support | Asset detail page |
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| Whether the customer is charged for a new work order | Entitlements details page | Check the value in Remaining Work Orders. If the entitlement has no work orders remaining, the customer is charged for any new work orders. |
| Whether a service contract includes a specific entitlement | Service Contract detail page |
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After you verify an entitlement, click New Case on the entitlement’s detail page to create a case associated with the entitlement. The case automatically includes the correct entitlement, account, contact, and asset information. Alternatively, you can add an entitlement to an existing case using the Entitlement Name lookup field on the case.