Once a customer comes on board & all the agreements are in place to enter into a business relationship, more often than not your agreement will include some level of customer support. To help assist organizations with managing this obligation, they have offered entitlement management. But what is Entitlement management? Entitlement management is just a blanket term for a neat little group of Salesforce features that help you enforce service level agreements (SLAs), which are contracts that spell out the level of service you’ve promised to your customers.

Here are some example business cases that would be a good fit for Salesforce Entitlements:

“Our Apps have both Basic and Primary Support options for purchase.”

“Our customers get free video chat support for the first 12 months of their contract.”

“Our Premier Product Line comes with 24/hr support.”

Let’s take a look at some of the key features of Entitlement management:

· Entitlements, which let support agents determine whether a customer is eligible for support.

· Entitlement processes, which let you design timelines that include all the steps that your support

team must complete to resolve support records like cases or work orders.

· Service contracts, which let you represent different kinds of customer support agreements like

warranties, subscriptions, or maintenance agreements. You can restrict service contracts to

cover specific products.

· Experience access to entitlements, which lets Experience users view entitlements and service

contracts and create support records from them.

· Reporting on entitlement management, which lets you track the way entitlements are used in your Salesforce org and whether service

contract terms are being met.

Here is a breakdown on how the entitlement process could look.

One thing we know for sure, is that customer service is rarely straightforward. Case resolution can go many different ways & involve a lot of back and forth with the customer. The entitlement process will give your support teams to start managing that process & the key milestones you will need to meet along the way!