For the most common case (Service Cloud entitlement coverage), the setup is Entitlement Templates on Products, Entitlements on Accounts, and an Entitlement Process. The check then runs automatically on Case create.
- Enable Entitlement Management
Setup, Entitlement Management, Entitlement Settings. Check Enable Entitlement Management. This is one-way; plan in sandbox first.
- Build Entitlement Templates
For each product or service tier, create an Entitlement Template with the SLA terms (response time, resolution time, business hours).
- Create Service Contracts and Entitlements on customer Accounts
For each customer who buys support, create a Service Contract on their Account and add Entitlements (from the Entitlement Templates) for the products they bought.
- Configure the Entitlement Process
Build a Process that defines the timing milestones and the actions on milestone (escalate, alert manager, and others). Activate it.
- Trigger Entitlement assignment on Case Create
Use a Flow or Apex trigger to look up the customer active Entitlement when a Case is created and set Entitlement Id on the Case.
- Build the uncovered-Case workflow
For Cases that find no Entitlement match, route to a triage queue or auto-respond with a no-coverage message. Avoid silently dropping uncovered Cases.
- Entitlement Management cannot be disabled once enabled. Pilot in sandbox first.
- Cases with no Entitlement match silently lose SLA timers. Build the uncovered-Case workflow as a hard requirement.
- Service Contract end dates require active maintenance. Without renewals, customers lose coverage at the contract end date and the Case Entitlement check fails.
- Multiple Entitlements on the same Account can match the same Case. Apex logic must pick the right one (usually the most recently active or the most specific to the Case Product).
- Health Cloud and Insurance Cloud Coverage are different objects from the Service Cloud Entitlement. Code targeting one will not find the other; clarify which cloud you are in.