An entitlement rules in Salesforce determines the level of support for the service that a customer is qualified to receive. It commonly involves information such as the type of support, response time, resolution time, and service level objectives.
In this Salesforce tutorial, we will learn what an entitlement rule is and how to create and enable an entitlement rule in Salesforce.
What is Entitlement in Salesforce
The entitlement rules in Salesforce is a schedule for support agents that provides the steps needed to solve a case. It refers to a feature that helps the organization control and automate 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 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.
Entitlement management includes explaining and controlling different entitlements based on factors like service contact, product type, and customer type. We can also create many entitlement processes for different customers or service offerings.
Create an Entitlement in Salesforce
Here are the following steps:
1. Log into your Salesforce Account and click on the Gear icon. Click on the Setup option.
2. Enter an entitlement process in the Quick Find Box and the entitlement process item comes at the top. Click on the entitlement processes.
3. 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. To create the entitlement processes, click on the new entitlement process button.
4. The new entitlement process page is open. Here we are choosing the entitled process type as Case and then clicking on the next button.
5. 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. Click on the active checkbox.
6. Now fill in the advanced options. First, fill out the case and enter 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.
7. The entitlement process is created, and its details are shown. We can edit, delete, and clone the entitlement process by simply clicking on the edit, clone, and delete buttons.
Enable Entitlements in Salesforce
Here are the following steps:
1. Click on Setup; the setup page will open. Enter an entitlement setting in the Quick Find Box; the entitlement settings item will appear at the top. Click on the entitlement settings.
2. The entitlement management settings page is open. We are getting started with entitlement management. After that, we will learn how to set it up and enable entitlement management to turn it on for our entire organization. Click on the enable entitlement management checkbox.
3. After clicking on the enable entitlement management checkbox, click on the save button.
Conclusion:
I hope now you have an idea of entitlement in Salesforce and how to create an entitlement rule in Salesforce. I have also explained how to enable the entitlement rule in the Salesforce interface.
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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.
