Entitlements and customer support levels
Key Takeaway
Reps use entitlements to verify that a customer is eligible for support before they create or update a case or work order.
Entitlements are units of customer support in Salesforce, such as "phone support" or "web support." They usually represent the terms in a service agreement. Admins can use entitlements on their own, or add service contracts, contract line items, and entitlement processes to model more complex service levels.
What support eligibility can be based on
You associate entitlements with these records:
- accounts
- assets
- contacts
- service contracts
Every entitlement must be associated with an account.
For example, imagine you add a phone support entitlement to an account. When a contact from that account calls, a support rep can quickly confirm that they are entitled to phone support.
Support eligibility can be based on one type of record or on several. Basing eligibility on accounts is the simplest approach.
| Based on | Eligibility |
|---|---|
| Accounts | Any contact on the account is eligible |
| Contacts | Only specific contacts are eligible |
| Assets | Specific purchased products are eligible |
| Service contracts | Eligibility follows a specific contract |
| Contract line items | Specific products covered by a service contract are eligible |