---
schema_version: "1"
id: 5393998e7d389d14148dab3690bc143ee0af7665112b39b60c2cee47a0d73a1d
title: Verify Entitlements
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/entitlements_verifying.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.entitlements_verifying.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4d4bade06261620ab7df3f530199d5ec24788e06787a3698ad8cfd87698d7050
description: 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.
products:
  - Service Cloud
release: "264"
---
# Verify Entitlements

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

<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="d125355e55">User Permissions Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e55 ">To view entitlements:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e55 ">Read on entitlements</td>

        </tr>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e55 ">To view accounts, contacts, assets, and service contracts:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e55 ">Read on that object</td>

        </tr>
      </tbody>
    </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d125355e97">What to Verify</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d125355e100">Where to Verify It</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d125355e103">Steps To Verify</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="What to Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e97 ">Whether at least one contact on a specific account is entitled to support</td>

          <td data-label="Where to Verify It" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e100 ">Account detail page</td>

          <td data-label="Steps To Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e103 ">
            <ul>
              <li>View the account.</li>

              <li>Confirm that the entitlement is on the Entitlements related list.</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="What to Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e97 ">Whether a specific contact is entitled to support Contact detail page</td>

          <td data-label="Where to Verify It" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e100 ">Contact detail page</td>

          <td data-label="Steps To Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e103 ">
            <ul>
              <li>View the contact.</li>

              <li>Confirm that the entitlement is on the Entitlements related list.</li>

            </ul>
            <p style="margin-bottom:0;">In Lightning Experience, the Entitlements related list isn’t available on
              Contacts.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="What to Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e97 ">Whether specific assets (purchased products) are entitled to support</td>

          <td data-label="Where to Verify It" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e100 ">Asset detail page</td>

          <td data-label="Steps To Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e103 ">
            <ul>
              <li>Locate the asset from a related list or an assets list view on the Products tab.</li>

              <li>Click the asset name.</li>

              <li>Confirm that the entitlement is on the Entitlements related list.</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="What to Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e97 ">Whether the customer is charged for a new work order </td>

          <td data-label="Where to Verify It" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e100 ">Entitlements details page</td>

          <td data-label="Steps To Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e103 ">Check the value in Remaining Work Orders. If the entitlement has no work orders
            remaining, the customer is charged for any new work orders.</td>

        </tr>
        <tr class="">
          <td data-label="What to Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e97 ">Whether a service contract includes a specific entitlement</td>

          <td data-label="Where to Verify It" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e100 ">Service Contract detail page</td>

          <td data-label="Steps To Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e103 ">
            <ul>
              <li>Click the Service Contracts tab.</li>

              <li>Click the service contract name.</li>

              <li>Confirm that the entitlement in question is on the Entitlements related list.</li>

            </ul>
          </td>

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

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.

#### See Also

- [Guidelines for Working with Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_creating.htm&release=264.0.0&type=5 "Entitlements in Salesforce specify whether a customer is entitled to customer support. Learn how to perform common actions on entitlements.")