June 18, 2013

Entitlement Management in Salesforce

Entitlement management helps your support reps determine if your customers are eligible for support.

Milestones(Done in setup)
Milestones represent required, time-dependent steps in the support process.

Entitlement Process(Done in setup)
Entitlement Process are customizable timelines that include all of the milestones that agents must complete to resolve a case and on time.

Entitlement(Done by creating a record in Entitlement object)
Entitlements tell the support team what service level each customer entitled to based on their SLA.

Lightning Milestones component displays all active and completed milestones on the case record page.
It has mark as completed link.
Show More and Show Less links are available to show more details and less details.

The completion date is set to future message will be shown on the Lightning Milestones Component if the Case Milestone completion date is set to future date time.

If Stopped check box is enabled on the Case, milestones time calculation will be stopped.
If Stopped check box is disabled again, it will start counting again from where it was left previously.

Entitlement Model
Entitlements Only
Support reps verify that contacts are entitled to customer support before they create cases.
Service Contracts with Entitlements
Support reps verify that a customer is entitled to support based on a service contract.
Service Contracts with Contract Line Items and Entitlements
Support reps verify that a customer is entitled to support based on line items in a service contract.

1. Go to Setup --> App Setup --> Customize --> Entitle Management --> Settings.

2. Enable Entitle Management.

3. Add Entitlement Name field in Case page layout.

4. Add the Entitlements related list to account, contact, and asset page layouts.

 5. Add the Entitlements tab to an app. 

 6. Go to Setup --> Customize --> Entitlement Management --> Milestones.

7. Click New Milestone.

8. Enter a name and description.

9. Click Save.

 10. Add Milestone Status and Milestone Icon fields to Case page layout.

11. Go to Setup --> App Setup --> Customize --> Case --> Case Milestones --> Fields.

12. Add the fields and Save the page layout.

13. Go to  Setup --> Customize --> Entitlement Management --> Entitlement Processes.

14. Click New Entitlement Process.

15. Enter a name and description.

16. Select Active to enable the process.

 17. Click New in Milestone related list.

18. Create a milestone.

19. Open the Milestone created by you.

20. Define actions for it.

 21. Set Field Level Security for all the fields.

22. Create an Active Entitlement record.

Status of the Entitlement record is determined by your organization’s current system date and the entitlement’s Start Date and End Date. The status is:

If the system date is greater than or equal to the Start Date and less than or equal to the End Date.
If the system date is greater than the End Date.
If the system date is less than the Start Date.

Sample Record:

23. Create a Case record and edit the Case Milestone record before closing the case.

24. Select the Completion Date and click Save button.



  1. Thanks Magulan.Hari.

  2. Thanks Magulan... Looks like a nice information.... Though i haven't gone through it in detail yet.

    Ashish Joshi

  3. This is awesome info. Thanks man!

  4. Have you ever considered adding custom number fields on the Service Contract for setting desired response times for each priority and then use "Apex Class for the Time Trigger" feature on a milestone to look-up and return these desired response times. Therefore only one entitlement process would be required with each Service Contract being where SLA response times can vary from customer to customer (According to the Service Contract assigned to the Account)

    1. You are correct. This is just for beginners to set up and practice.

  5. Nice Information easy to learn......

  6. Very helpful information for learners