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Service Cloud: How To:

Setup Entitlements & Milestones

Presenter Name, Title of Presenter email@salesforce.com. @twitterhandle

This webinar will begin at 10:05 am EDT

Welcome to this
Accelerator LIVE Webinar!

In this 2 hour session, we’ll go over the main

components of a great Service Lightning
Knowledge implementation and review best
practices so you can get the most out of your
Salesforce investment.
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Salesforce Customer
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Agenda

● Achieving your Goals ● Next Steps

Your goals and how we will achieve them. Let’s schedule dates for next steps.

● Entitlements
Overview of Entitlements

● Demo
Entitlements and Milestones in action

● Planning Your Implementations

Considerations, Setup Models, and Processes

● Entitlement Management
Milestones, Actions,, Business Hours, Service Contracts, and Reporting
To help us gauge our participants on today’s call, please answer this poll question

Poll Question
Which experience are your users in?
1. Our users are all in Classic
2. We have a mix of users in Classic and in Lightning
3. Our users are all in Lightning
Your Path to Success
Get the most out of your Salesforce investment.
Overview

What challenge are we solving for you?

Your goal is to provide the correct support to your customers

including:
● Determining whether a customer is eligible for support.
● All the steps that your support team must complete to
resolve support records like cases or work orders.
● Support for different kinds of customer support
agreements like warranties, subscriptions, or
maintenance agreements.
● Tracking the way entitlements are used in your
Salesforce org and whether service contract terms are
being met.
 O
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Our Focus io
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We’ll help you get the most from your

Salesforce implementation.

Accelerators are high-impact engagements designed

specifically to maximize your Salesforce investment.

They’ll help you:

● Understand the fundamental components and service levels of
Entitlement management
● Determine which setup model is right for your organization.
● Learn how to enforce service levels with time-dependent,
automated processes that instruct reps how to resolve cases

If you continue to the Premier 1:1 follow-up session, We’ll:

● Review your requirements and design a basic entitlement
process.
● Configuration walk-through in a developer org (optional).
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Entitlements
Overview
Entitlements

What is an Entitlement?

● An entitlement represents a specific service such as web,

phone or email support.

● An entitlement may model a single distinct service or a

bundle of services or features.

● The service or feature that the entitlement represents

may also have specific service metrics or milestones
often referred to as SLA’s.

● Entitlements are usually sold as part of a service product

such as a software subscription or a maintenance or
warranty.
Entitlements (3)

Manage Complex Processes & Workflow

Efficient and on-time service delivery:

● Define complex, time bound, and multi-step SLAs

● Proactively manage processes with workflow,

notifications, and escalations

● Exceed customer expectations and measure

performance using reports and dashboards

● Manage multi-stage processes: Services Engagements,

Sales & Sales Operations, Project Management, and
other back-office processes
Demo
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Entitlement Management
Planning Your Implementation
Planning your Implementation

Determine Support Eligibility

Set up entitlement management so customers are eligible for

support based on one or several of the following types of
records:

● Accounts
● Contacts
● Assets
● Service contracts
● Contract line items

Your approach depends on how detailed you want your

support process to be.
Entitlement Processes

The Building Blocks

Planning your Implementation (2)

Call Center Example: Support Eligibility Based on Accounts

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Entitlements
Basic Setup Models
Basic Setup Models

Three ways to setup Entitlement management

Model Support Eligibility Use This Model If

Entitlements only • Support agents determine whether There's no need to manage your customers' entitlements as part of a
(simplest option) a customer is eligible for support at service contract.
the account, contact, or asset level.

Entitlements + service • Support agents determine whether Entitlements are purchased and managed separately from the products they cover and are part of a
contracts a customer is eligible for support service contract.
based on their service contract.

Entitlements + service • Support agents determine whether You use Salesforce for customer support and to manage your customers' service contracts the
contracts + contract a customer is eligible for support products covered in their service contract.
line items (most based on the products covered in
complex option) their service contract.
Basic Setup Models (2)

Entitlement only

Support Entitlement:

● Support entitled at Contact level

● Support bundled with product purchase (warranty)
● Typically short term support
● No renewal process
Basic Setup Models (3)

Entitlement + Service Contract

Support Entitlement:

● Entitled at Contract level

● Flexible terms – Short, Long, Weekend, Holidays etc.
● Renewable
Basic Setup Models (3)

Entitlement + Service Contract + Line Items

Support Entitlement:

● Support entitled based on line items

● Warrant, subscriptions etc. appear on sales order,
mapped to one or many Entitlements
● Service Contract “MACD” (move, add, change, delete)
managed by Support Team
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Entitlement Management
Processes
Entitlement Processes

How to Setup and Use

Entitlement Processes

Entitlement Versioning

Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s
assigned to active entitlements and support records.

Use entitlement versioning if:

● You want to make several versions of an entitlement process that have minor differences.
● You want to update an entitlement process to reflect changes in your business processes.

NOTE: To create multiple versions of entitlement processes, entitlement versioning must be enabled in your org.

Creating New Versions

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Enforcing Service Levels

Milestones and Workflow Actions
Enforcing Service Levels

Milestones and Workflow Actions

Required, time-dependent steps in your support process, like

first response or case resolution times.

Ensure that agents resolve support records correctly and on

time.

An entitlement process can have up to 10 milestones.

Set a milestone to occur once in an entitlement process, or to

recur until the entitlement process exits

Work with Milestones

 O
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Entitlement Management
Business Hours
Entitlement Management

Business Hours

Setting Business Hours:

● When a support record is linked to an entitlement, the

record, its milestones, its entitlement process, and the
entitlement itself can each use different business hours

● On records that include entitlement processes, business

hours are applied according to a hierarchy. Salesforce
uses the business hours specified at the highest level.

Guidelines for Setting Business Hours

How Business Hours Work in Entitlement Management

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Entitlement Management
Service Contracts
Entitlement Management

Service Contracts

What is a Service Contract?

Agreements between you and your customers for a type of customer support.

Service contracts can represent different kinds of customer support, such as warranties, subscriptions, or service level
agreements (SLAs).

Contract Line Items:

Used to be able to specify which products a service contract covers

Service Contracts
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Entitlement Management
Reporting
Entitlement Management

Report on Entitlements

Custom Report Type Description Report Type Location

Accounts with entitlements with contacts Lists accounts with entitlements that include Accounts & Contacts
contacts (named callers).

Service contracts with contract line items Lists service contracts with contract line items Customer Support Reports
(products).

Service contracts with entitlements Lists service contracts with entitlements. Customer Support Reports

Cases with milestones Lists cases with milestones Customer Support Reports

Report on Entitlements
Learn More
Accelerate Your Path to Success
Additional Options

If you want us to do this work for you

● Consider an Implementation Architect - get expert help for an extended period (such as 6 months) for complex and ongoing
issues around your Service Cloud rollout.
Learn More
Accelerate Your Path to Success
Do It Myself
Entitlement Management (Classic)
Follow this trail to learn how to configure Entitlements
and Milestones.
The Admin’s Guide to Entitlement Management
Access this implementation guide to help you configure
Entitlements
Set Up and Manage Entitlements and Milestones
Define, enforce, and track customer service levels as
part of your support management process.
Entitlement Management Limits and Limitations
The following limits and limitations apply to
entitlements and their related features.
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 W
IP
Next Steps

1 Join the Salesforce Service Cloud Community: https://sfdc.co/cpZjKY

Take the Entitlement Management Trailhead Module: https://sfdc.co/bVCf3U

2

Premier Customers: Request your 1:1 with a Salesforce Success Specialist and plan your next steps.
3 (1:1 follow-up invitations will be sent after you complete the survey).

Check your email tomorrow for links to this session’s recording and slides, and complete the survey to share your feedback on today’s
4 webinar.

5 Not a Premier Customer but Interested in Learning More? Reach out to your Salesforce Account Team for more details.
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 Appendix
Additional resources that may be helpful to you
Entitlements
Sample Data Models
Entitlement Data Model

Account
Entitlement Data Model (2)

Contact
Entitlement Data Model (3)

Case
Entitlement Data Model (4)

Asset
Entitlement Data Model (5)

Milestones
Entitlement Data Model (6)

Service Contract
Entitlement Data Model (7)

Service Contract
Entitlement Data Model (8)

Contract Line Item

Entitlement Based Support
Call Center Process Flows
Planning your Implementation (3)

Call Center Example - Support Eligibility Based on Contact

Planning your Implementation (3)

Call Center Example - Support Eligibility Based on Assets

Planning your Implementation (3)

Call Center Example - Support Eligibility Based on Account