Service Contracts are the umbrella records for ongoing service relationships — "Acme has 24/7 support through 2027." They group Contract Line Items (specific products covered) and Entitlements (the SLA terms). Service Cloud or Field Service licensing is required.
- Open the Account the contract is for
Service Contracts are tied to an Account.
- Click New on the Service Contracts related list
Or App Launcher → Service Contracts → New.
- Enter Contract Number (or let it auto-number)
By default Service Contract Number is auto-numbered. Override only if your finance system needs a specific format.
- Set Status, Start Date, End Date
Status (Active / Inactive / Cancelled / Expired). Term in months auto-calculates End Date if Start Date is set.
- Set Owner, Account, Term
Owner is the rep responsible for the contract. Term is in months.
- Save
Service Contract is created. Now build out the lines.
- Add Contract Line Items and Entitlements
Contract Line Items reference Products covered. Entitlements (under each line item) define the SLA terms — Type, Start/End Dates, Per-Incident, Business Hours.
Required. The customer the contract is with.
Required. Active is the default for live contracts.
- Service Contracts require Service Cloud, Field Service, or Entitlement Management to be enabled. New orgs without one of those licenses don't see this object.
- Contract Line Items vs Order Products: Contract Lines describe what's COVERED for service; Order Products describe what was SHIPPED. They're independent objects.
- Status doesn't auto-flip to Expired when End Date passes. Either build a scheduled Flow to flip Status, or accept that End Date is the source of truth and ignore Status for reporting.