Service contracts with related entitlements
Key Takeaway
Salesforce recommends linking each service contract to an account, creating entitlements on the service contract, and assigning those entitlements to contacts on that account.
A service contract is the record of a support agreement between you and a customer, such as a warranty, subscription, maintenance agreement, or service level agreement (SLA). Entitlements are the individual units of support the customer gets, such as phone support or web support. You attach entitlements to a service contract so reps check support eligibility against that contract. Service contracts are an advanced entitlement management feature for businesses whose support terms are bought and renewed at the contract level.
Service contracts, entitlements, and contract line items
Entitlements reflect the terms of a service contract, so one service contract can be associated with many entitlements.
Riverside Clinic buys a two-year maintenance agreement for its lab equipment. You record the agreement as a service contract. On that service contract, you create two entitlements: one for phone support and one for web support. When someone from Riverside Clinic asks for help, the rep checks the entitlements on the service contract to confirm the clinic is eligible.
Contract line items appear only in the "Contract Line Items" related list on service contracts, not on general contracts. You can use contract line items only if your org uses products.