1. Customize entitlements fields.This lets you control what information users add to entitlements.Tip Createcustom entitlement fields that are specific to your industry or your support processes. Forexample: Customize the values for the Type field to match the types of entitlements your team provides or sells, like online support or online training.If your business charges for entitlement renewals, create a currency field on entitlements named Cost to Renew.
2. Customize the values for the Type field to match the types of entitlements your team provides or sells, like online support or online training.
3. If your business charges for entitlement renewals, create a currency field on entitlements named Cost to Renew.
4. Customize entitlement page layouts.This lets you specify which fields and related lists users see on entitlements. Consider making the following customizations:Add the Status Icon field so users can easily see whether the entitlement is active, expired, or inactive.Add the Cases, Contacts, and Work Orders related lists so users can:View cases, contacts, and work orders associated with entitlementsCreate cases or work orders automatically associated with the correct entitlementsAdd contacts to entitlementsNote In Lightning Experience, the EntitlementTemplates related list isn’t available on product page layouts.
5. Add the Status Icon field so users can easily see whether the entitlement is active, expired, or inactive.
6. Add the Cases, Contacts, and Work Orders related lists so users can:View cases, contacts, and work orders associated with entitlementsCreate cases or work orders automatically associated with the correct entitlementsAdd contacts to entitlements
7. View cases, contacts, and work orders associated with entitlements
8. Create cases or work orders automatically associated with the correct entitlements
9. Add contacts to entitlements
10. Set field history tracking on entitlements.This lets you see when field values were changed. Changes are listed in the Entitlement History related list on entitlements. From the object management settings for entitlements, go to the fields section and click Set History Tracking.
11. Customize other objects’ page layouts.Add the Entitlement Name lookup field to case and work order page layouts. This lets users add entitlements to cases or work orders.Important To let a user create cases from entitlements or change a case’s assigned entitlement, make the Entitlement Name field on cases editable for their profile.Add the Entitlements related list to other objects’ page layouts:Add the Entitlements related list to this object’s page layouts...So users can view and create entitlements when...AccountsAny contact on the account is eligible for supportContactsSpecific contacts are eligible for supportAssetsSpecific assets (purchased products) are eligible for supportNote In Lightning Experience, the Entitlements related list isn’t available on Contacts.
12. Add the Entitlement Name lookup field to case and work order page layouts. This lets users add entitlements to cases or work orders.Important To let a user create cases from entitlements or change a case’s assigned entitlement, make the Entitlement Name field on cases editable for their profile.
13. Add the Entitlements related list to other objects’ page layouts:Add the Entitlements related list to this object’s page layouts...So users can view and create entitlements when...AccountsAny contact on the account is eligible for supportContactsSpecific contacts are eligible for supportAssetsSpecific assets (purchased products) are eligible for supportNote In Lightning Experience, the Entitlements related list isn’t available on Contacts.
14. Make the Entitlements tab visible in Salesforce and any custom apps.The Entitlements tab is where users create and edit entitlements. Add the tab to an app or instruct your users to add it to an existing tab set in Salesforce. Users need the “Read” permission on entitlements to see the Entitlements tab.