Entitlement Management enablement and lookup filters
Key Takeaway
After you turn on Entitlement Management, you can set lookup filters that limit which entitlements and assets users can pick on a case. When you select more than one filter option, each extra option narrows the results further.
Entitlements are units of customer support in Salesforce, such as phone support or web support. Support reps use them to check whether a customer is eligible for support. The reps then create support records, like cases or work orders, for that customer. To use entitlements, an administrator first turns on Entitlement Management. The administrator can then set lookup filters so the Entitlement Name and Asset lookups on a case show only the records that make sense for that case.
How to turn on Entitlement Management
- In Setup, enter "Entitlement Settings" in the Quick Find box.
- Select Entitlement Management.
- Click Save.
Saving opens a page of entitlement management settings, and you come back to this page later in setup.