In this Salesforce tutorial, we will learn how to create an entitlement process in Salesforce. Also, we will understand the steps of creating an entitlement process in Salesforce Lightning and the steps of creating an entitlement process in Salesforce Classic.
In salesforce an entitlement process act for the level of support for the service that a customer is qualified to receive. It commonly involves information like as the type of support, response time, resolution time, and service level objectives.
While working with an organization that uses Salesforce, I got a task where I needed to create an entitlement process in Salesforce. To fulfill this requirement I use the entitlement process object that is present under the entitlement management under the Services.
So after looking at the multiple solutions, I found a solution that helped me to create an entitlement process in Salesforce. If you want to learn how to create the entitlement process in Salesforce Lightning as well as Salesforce Classic, you have come to the right place.
Entitlement process in Salesforce
In Salesforce entitlement process is defined as a process that gives a schedule for support agents providing the steps that need to be completed in order to solve a case. The entitlement process refers to a feature that helps the organization control and automates its customer support or service level agreement.
It creates a platinum support process for the agents to use when controlling cases for accounts or contacts that allowed for platinum support. It also permits the companies to explain and impose the service entitlements, which are predefined rules and criteria that decide the level of support or service a customer is qualified to receive.
An entitlement process act for the level of support for the service that a customer is qualified to receive. It commonly involves information like as the type of support, response time, resolution time, and service level objectives.
Here entitlement management includes explaining and controlling different entitlements based on factors like service contact, product type, and customer type. We can also create a lot of entitlement processes for different customers or service offerings.
In this way, we have learned about creating an entitlement process in Salesforce. Now, let’s move further and see how to create an entitlement process in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic.
How to create an entitlement process in Salesforce Lightning
Here we are creating an entitlement process in Salesforce Lightning. If you want to learn how to create the entitlement process in salesforce lightning follow these steps:
Step-1: Login into your Salesforce lightning account, Go to the gear icon. Under the gear icon, there are two options present first one is Setup and another one is Service Setup. Here we are clicking on the Setup option.
Step-2: After clicking on the setup option, the setup page is open. Enter an entitlement process in the Quick Find Box and the entitlement process item comes at the top. Click on the entitlement processes. And these entitlement processes are present under the entitlements management.
Step-3: After clicking on the entitlement process, the entitlement processes page is open. It is a customizable timeline that involves all the steps that the support agent must complete to resolve a support record such as a case, work order, or incident. Once we set up a process, we can apply it to as many customer entitlements as we need.
For creating the entitlement processes, click on the new entitlement process button that is present at the center of the entitlement process page.
Step-4: After clicking on the entitlement process button, the new entitlement process page is open. Here we can choose what type of entitlement process we want to create. Here we are choosing the entitled process type as Case and then clicking on the next button.
Step-5: After clicking on the next button, now we can edit the entitlement process, and fill in the information related to the entitled process. First, fill in the entitlement process name as gold support after that fill in the description related to the entitlement process.
Here we fill in the description as a gold support process for customers then click on the active checkbox.
Step-6: After checking the active checkbox, now fill in the advanced options. First, fill out the case and enters the process based on the case created date after that fill out the case and exit the process based on when the case is closed then click on the save button that is present at the bottom of the page.
Step-7: After clicking on the save button, the entitlement process is created, and the detail of the entitlement process is shown. We can edit, delete and clone the entitlement process by simply clicking on the edit, clone, and delete buttons.
In this way, we understand how to create an entitlement process in Salesforce Lightning. Let’s Proceed further and learn how to create an entitlement process in Salesforce Classic.
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How to create an entitlement process in Salesforce Classic
Here we are creating an entitlement process in Salesforce Classic. If you want to learn how to create the entitlement process in Salesforce Classic follow these steps:
1: First log in to the Salesforce account, when we log in to the account the Salesforce lightning edition is open. Moving to Salesforce Classic, click on the Profile picture. The Profile picture drop-down list is open. Under this profile picture list, there is an option to switch to Salesforce Classic. Click on it.
After clicking on the switch to Salesforce Classic option, click on the drop-down arrow of the username. The drop-down list is open, under this list Setup option is present below the My Profile option. Click on the Setup.
2: After clicking on the setup option, the setup page is open. Enter an entitlement process in the Quick Find Box and the entitlement process item comes at the top. Click on the entitlement settings. And these entitlement processes are present under the entitlements management.
3: After clicking on the entitlement process, the entitlement processes page is open. It is a customizable timeline that involves all the steps that the support agent must complete to resolve a support record such as a case, work order, or incident. Once we set up a process, we can apply it to as many customer entitlements as we need.
For creating the entitlement processes, click on the new entitlement process button that is present at the center of the entitlement process page.
4: After clicking on the entitlement process button, the new entitlement process page is open. Here we can choose what type of entitlement process we want to create. Here we are choosing the entitled process type as Case and then clicking on the next button.
5: After clicking on the next button, now we can edit the entitlement process, and fill in the information related to the entitled process. First, fill in the entitlement process name as platinum support after that fill in the description related to the entitlement process.
Here we fill in the description as a Platinum support process for customers then click on the active checkbox.
6: After checking the active checkbox, now fill in the advanced options. First, fill out the case and enters the process based on the case created date after that fill out the case and exit the process based on when the case is closed then click on the save button that is present at the bottom of the page.
7: After clicking on the save button, the entitlement process is created, and the detail of the entitlement process is shown. We can edit, delete and clone the entitlement process by simply clicking on the edit, clone, and delete buttons.
In this way, we understand how to create the entitlement process in Salesforce Classic.
Conclusion:
Here we have learned about creating an entitlement process in Salesforce. We have also discussed how to create an entitlement process in Salesforce.
The entitlement process creates a platinum support process for the agents to use when controlling cases for accounts or contacts that allow for platinum support.
It also permits the companies to explain and impose the service entitlements, which are predefined rules and criteria that decide the level of support or service a customer is qualified to receive.
Moreover, we have learned that Salesforce Lightning as well as Salesforce Classic gives a simple and easy way to determine how to create an entitlement process in Salesforce.
In addition to this, the following are the topics that we have discussed in this blog:
- Entitlement process in Salesforce
- How to create an entitlement process in Salesforce Lightning
- How to create an entitlement process in Salesforce Classic
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I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.