Setup is two phases: enable the Entitlement Contacts feature in Setup, then add Contacts to the Entitlement Contact list on each Entitlement that should restrict by named user.
- Enable Entitlement Contacts
Setup, Service Setup, Entitlement Management, Entitlement Settings. Check Enable Entitlement Versioning and Verify Entitlement Contacts. The Entitlement Contact related list appears on the Entitlement record layout.
- Add Contacts to an Entitlement
Open the Entitlement record. Scroll to the Entitlement Contacts related list. Click New. Pick the Contact, set Start Date (when their named-user status begins) and End Date (optional; blank means indefinite).
- Configure Case form filtering
Verify the Case page layout includes the Contact lookup, the Entitlement lookup, and the Verify Entitlement Contact behaviour. The platform handles the filtering automatically; admins typically do not need additional configuration.
- Educate the support team
Agents and managers need to understand that an unnamed Contact has no Entitlement, even if the Account has one. Document the named-user policy and the escalation path when an unnamed Contact opens a case.
- Build the rotation workflow
When customers change their named contacts, end-date the departing contact and add the replacement. Build a flow or scheduled job that flags Entitlements with all-expired contacts; these need attention before the next case opens.
Org-wide toggle that enforces the named-user check. Off by default; turning on changes Case form behaviour across the org.
When the Contact''s named-user status begins. Defaults to today if unset.
Optional. When the named-user status expires. Blank means indefinite. Use End Date for rotation rather than deleting records.
No platform-enforced cap. Contract size dictates it: 3 to 5 for Bronze support, 10 to 20 for Premium. Sales operations sets the policy, not Salesforce.
- Enabling Verify Entitlement Contacts retroactively means every existing Entitlement needs Contacts populated. Plan a data project for large orgs.
- Contacts not on the Entitlement Contact list have no Entitlement match. Cases opened by them have a blank Entitlement field unless overridden.
- End Dating, not deleting, is the rotation pattern. Deleted EntitlementContact records lose audit history.
- The feature applies across both internal Case creation and Experience Cloud self-service portals. Customer-facing impact needs communication.
- Reports filtered to Entitlement Contacts can miss Cases without Entitlements. Build separate compliance reports for unentitled Cases.