Creating and maintaining entitlement records
Key Takeaway
Every entitlement must be associated with an account. You can also associate it with assets, contacts and service contracts, so support reps can check eligibility at the level that fits the agreement.
An entitlement is a Salesforce record for a unit of customer support that a customer is owed, such as "phone support" or "web support." Entitlements usually represent the terms of a service agreement. Support reps check them to confirm that a customer is eligible for support before they create or update a case or work order.
What an entitlement is associated with
Every entitlement must be associated with an account. You can also associate an entitlement with assets, contacts and service contracts, so support reps can check eligibility at the level that fits the agreement. For example, you might put a phone support entitlement on an account.
The simplest setup is to create one entitlement on the customer's account and use it for every contact on that account. However, when you create a new contact on an account, the contact doesn't automatically inherit the account's entitlement. If new contacts need their own entitlements, an admin must set up automation that creates them.
Some service-level agreements are too complex for a standalone entitlement. Agreements with renewal processes and multiple service levels are one example. For those, use service contracts and contract line items.