Your company may provide different levels of services for various customers. Before providing a service to a customer, support agents may need to verify that the customer has the provision and is entitled to the service. Please note that you must first navigate to settings and enable these features (for example, click on Enable Entitlement Management). We won't be digging deeper again into the configuration as that can be a chapter in itself and this is beyond the scope of this book. So here are some of the features that you may explore further:
- Milestones help agents to manage service levels in various stages of the entitlements. The basic navigation path to setting up entitlements is Setup | Customize | Entitlement Management | Entitlements.
- Service contracts can help agents to represent different kinds of customer support, such as warranties, subscriptions, or maintenance agreements. The navigation path is Customize | Entitlement Management | Service Contracts.
Salesforce.com provides three types of entitlement management options:
- Entitlements Only: In this process, service agents look at the account- or contact-related list to see whether the customer is eligible to receive the service. The entitlement object is configured and added as a related list to accounts and contacts.
- Service Contracts with Entitlements: In this process, a service contract object is configured and added as a related list to an account or a contact. Apart from agents looking into the entitlement-related list, they will also look into the service contract to figure out the level of service that needs to be provided. This may include a Service Level Agreement (SLA) agreed with the customer.
- Service Contracts with Contract Line Items and Entitlements: The navigation path to set up contract line items is Customize | Entitlement Management | Service Contracts | Contract Line Items. In this process, a service contract line item is configured and agents can provide a service based on entitlements and service contract line items.
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