Configuring Entitlement Settings is a one-time setup activity during the Service Cloud rollout. Enable the master toggle, configure auto-population and verification, set the default process, then move on to building the actual entitlements and processes.
- Open Entitlement Settings
Setup, Service Setup, Entitlement Settings. The page has multiple sections covering the master enable, auto-population, contact verification, and lookup filters.
- Enable Entitlement Management
Check Enable Entitlement Management. Save. The Entitlement, ServiceContract, ContractLineItem, EntitlementContact objects become available.
- Enable Auto-Population
Check Enable Entitlement Auto-Population. Without this, agents must manually attach entitlements to cases, which they will forget to do.
- Decide on Contact Verification
For named-contact support tiers, check Enable Entitlement Contact Verification. For broader support tiers, leave unchecked.
- Set the Default Entitlement Process
Pick the process most new entitlements should use. The Standard tier is the typical default. Multi-tier orgs override per entitlement at creation.
- Configure Lookup Filters
Customize the filter that shows entitlements in the case entitlement picker. Default filters by Account and active dates. Custom filters narrow further per business rule.
- Enable Knowledge integration if needed
Check Allow Articles on Entitlements and related toggles if the org uses Salesforce Knowledge with entitlement-based case workflows.
- Add the Entitlement field and Milestone Tracker to the Case page layout
Setup, Object Manager, Case, Page Layouts. Drag the Entitlement field and Case Milestones related list onto the layout. Without these, the feature exists but is invisible to agents.
Master toggle that activates the entire feature, including all related sObjects.
Automatically matches new cases to the right entitlement based on Account, Contact, or Asset.
Restricts case creation to listed EntitlementContacts on the entitlement.
The process applied to new entitlements when no explicit process is selected.
Configurable filters that narrow which entitlements appear in the case picker.
Enables Knowledge integration so articles can be attached to entitlements and cases.
- Without Auto-Population enabled, agents must manually attach entitlements. Most will not. SLA clocks never start.
- Contact Verification rejects cases from unlisted contacts. Stale contact lists become a source of customer complaints in named-contact tiers.
- The master Enable toggle activates new sObjects in the schema. Reverting hides them from the UI but does not delete the data. Plan carefully before enabling in production.
- Lookup Filters apply to the manual entitlement picker on cases. Auto-Population follows its own internal logic and ignores the filter.
- The Milestone Tracker is configured through the Case page layout, not Entitlement Settings. Forgetting to add the related list means agents do not see the SLA progress on cases.