Setting up Entitlement Management is a multi-step Setup workflow: enable the feature, configure business hours, design entitlement processes, create entitlement records, attach to accounts and cases, build reports.
- Enable Entitlement Management
Setup, Entitlement Settings, Enable Entitlement Management. Enable Auto-Population. Add the Entitlement field and Case Milestones related list to the Case page layout.
- Configure business hours profiles
Setup, Business Hours, New. Build one profile per region or support tier. Add holidays. Wrong business hours means wrong SLA clocks.
- Define milestone types
Setup, Milestone Types, New. Create reusable milestone definitions (First Response, Resolution Time, Customer Update). These attach to entitlement processes later.
- Build entitlement processes
Setup, Entitlement Processes, New. For each support tier (Platinum, Gold, Silver), build a process with milestones, business hours, and stopped statuses.
- Create entitlement records
App Launcher, Entitlements, New. For each account or asset, create an Entitlement linked to the right Entitlement Process. Set Start Date and End Date.
- Configure Entitlement Contacts if needed
For named-contact support, enable Entitlement Contact Verification. Add EntitlementContact records for each authorized contact per entitlement.
- Test with a real case
Create a case on an entitled account. Confirm the Entitlement auto-populates, the milestones appear in the related list, and the SLA clock starts.
- Build the SLA compliance dashboard
Reports, New, Cases with Milestones. Build the dashboard tracking IsCompleted and IsViolated rates by team. This is the leadership surface for the feature.
Org-level toggle that activates the Entitlement, ServiceContract, ContractLineItem objects and related model.
Automatically matches new cases to the right entitlement based on Account, Contact, or Asset.
Restricts case creation to listed EntitlementContacts on the entitlement.
The SLA timer engine attached to entitlements, defining milestones, business hours, and stopped statuses.
Variant that tracks limited support credits (cases or hours) and enforces caps.
- Without Entitlement Auto-Population, cases require manual entitlement attachment, which most agents skip. SLA clocks never start.
- An entitlement can have only one Entitlement Process at a time. Changing the process mid-period does not retroactively re-run on existing milestones.
- Business hours profiles need region-specific holidays. A US holiday list on an EMEA entitlement creates SLA-violation false positives.
- Usage-Based Entitlements are tracked at runtime. Bulk-uploading historical cases against a usage entitlement may bypass the counter; test the bulk path.
- Entitlement Contact Verification rejects cases from unlisted contacts. This is the right behavior for named-contact support tiers and a source of complaints when the contact list is stale.