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Set Up an Entitlement Process for Incidents

Enable entitlements for incidents to help support reps deliver the correct service level to your customers. Set up entitlement processes to create a customized timeline that includes all the steps (milestones) that support reps must complete to resolve an incident.

Required Editions

View supported editions.
User Permissions Needed
To enable entitlements: Customize Application
To view entitlements: Read on entitlements
To change entitlements: Edit on entitlements
To create and update entitlement processes: Manage Entitlements

Before you use entitlements and milestones for incidents, enable entitlements and create a milestone. For steps, see Set Up and Manage Entitlements and Milestones.

  1. From Setup, in the Quick Find box, enter Entitlement, and then select Entitlement Processes.
  2. Click New Entitlement Process.
  3. Select Incident as the entitlement process type and click Next.
    Entitlement Process page
  4. Enter a name for your process.
  5. Set the entitlement process to Active.
  6. Optionally, set the criteria for when an incident starts and ends the process.
  7. Save your changes.
  8. Under Milestone, click New.
  9. Select a milestone. You can choose a recurring or non-recurring milestone for your entitlement process.
  10. Enter a time trigger in minutes.
  11. Set the order in which to process the milestone.
  12. Save your changes.