Entitlement verification and Milestone Tracker on cases
Key Takeaway
Linking an entitlement to a case starts the case's milestone timers in the background. For reps to see those timers on the case in Lightning Experience, an admin adds the Milestones component to the case Lightning record page.
An entitlement shows that a customer is entitled to support. Before a support rep creates or updates a case, they verify the entitlement and link it to the case, so the entitlement process can start timing the case's milestones. Milestones are required steps, such as first response time. The Milestone Tracker puts those milestone timers on the case record, so reps can see how much time they have left.
Where reps verify entitlement
Each entitlement in Salesforce is associated with a specific account. Reps verify that a customer is entitled to support before they create or update a case or work order.
Where the rep checks depends on what they need to confirm:
| What the rep checks | Where to check |
|---|---|
| Whether at least one contact on an account is entitled | The Entitlements related list on the account detail page |
| Whether a specific contact is entitled | The contact detail page |
| Specific assets (purchased products) | The asset detail page |
| Whether a service contract includes a specific entitlement | The service contract detail page |
In Lightning Experience, the Entitlements related list is not available on Contacts, so a rep can't confirm a specific contact's entitlement from the contact detail page there.
To view entitlements, a user needs Read on entitlements. To view the related accounts, contacts, assets and service contracts, they also need Read on each of those objects.