Creating an Entitlement Template is a quick Setup workflow: open the template page, fill in the defaults for the support tier, save. Each template is reused across hundreds of entitlement records.
- Open Entitlement Templates in Setup
Setup, Entitlement Management, Entitlement Templates. The page lists existing templates. Click New Entitlement Template.
- Name and describe the template
Pick a Name that matches the support tier (Platinum Support, Gold Support). Description should explain what the template covers and which contracts use it.
- Pick the Entitlement Process
The Process field is the most important default. Pick the process matching the tier's SLA (Platinum Process, Gold Process). Wrong process means wrong SLA timing on every entitlement created from the template.
- Set the default Term
Default duration in days for new entitlements. 365 for annual contracts, 730 for two-year contracts. Override at creation if the actual contract differs.
- Configure usage limits if needed
For usage-based entitlements (limited support credits), set Per-Incident, Per-Phone-Incident, and similar caps. Leave blank for unlimited support.
- Save the template
Save. The template becomes available in the New Entitlement picker and the Contract Line Item lookup.
- Reference the template from Contract Line Items if using Service Contracts
Open the Service Contract Line Item, set Entitlement Template = the new template. On contract activation, the platform auto-generates Entitlements from the template.
Display name of the template, typically matching the support tier (Platinum Support, Gold Support).
The SLA timer engine attached to entitlements created from this template. Required for SLA tracking to work.
Default duration in days. New entitlements use this as the Start-to-End-date span unless overridden at creation.
The category of support covered (Phone Support, Web Support, Onsite Support). Used for reporting.
The work-hour profile the entitlement's SLA timer uses. Inherited from the process unless overridden.
- Templates do not propagate custom fields by default. Custom field defaults require a Flow on Entitlement creation that reads the template reference and copies the values.
- Inactive templates stay queryable but do not appear in the new-entitlement picker. To retire a tier, mark the template inactive rather than deleting it.
- Managed package templates cannot be modified after install. Cloning the template is the right path when variations are needed.
- Template field values propagate at entitlement creation only. Changing the template later does not retroactively update existing entitlements.
- The Entitlement Process selected on the template should match the Business Hours expectation. Mismatched process and business hours create SLA-violation false positives.