Before you can create service contracts, an admin must enable entitlement management and add the Service Contracts tab. After that, creating a contract is a quick record entry. These steps assume entitlement management is already enabled in Setup.
- Open the Service Contracts tab
From the App Launcher, open the Service app, then go to the Service Contracts tab. If you do not see it, an admin needs to add it through the App Manager and confirm entitlement management is enabled in Entitlement Settings.
- Create the contract
Click New. Enter a contract name, choose the Account, and set the Start Date and End Date or the Term in months. Save the record to generate the contract number.
- Add contract line items
On the saved contract, use the Contract Line Items related list to add covered products. Each line needs a product from an active price book, so confirm price book entries exist first.
- Link entitlements
Use the Entitlements related list on the contract to create or attach entitlements. Assign the right SLA or entitlement process so cases tied to this customer pick up the correct milestones.
A label for the agreement so agents and renewal owners can identify it quickly.
The customer account the contract covers; ties the agreement to the right company.
The coverage window. You can set these directly or enter a Term in months and let the end date calculate.
- Contract line items require an active price book and price book entries, so set up products and pricing before adding lines.
- A service contract alone does not enforce SLAs; you still need entitlements and an entitlement process with milestones for response times to track.
- The Service Contracts and Contract Line Items tabs and related lists are not visible until an admin enables entitlement management and updates page layouts.