Salesforce Advance Administrator Notes (Entitlements management)
May12

Salesforce Advance Administrator Notes (Entitlements management)

Entitlements management Entitlement management lets you and your support agents: Verify if your customers are eligible for support Create and maintain service contracts for your customers Specify unique service levels for each customer, such as first response and resolution times Enforce service levels with time-dependent, automated processes that instruct agents how to resolve cases http://www.infallibletechie.com/2013/06/entitlement-management-in-salesforce.html Entitlement Management Features Entitlement management includes the following features to help you provide the correct service levels to your customers: Verifying Entitlements Support agents can verify that customers are eligible for support before creating cases for them. Here’s an example of how support agents use entitlements: A customer calls support. A support agent searches for the caller’s account, contact, asset, or service contract. The agent verifies there’s an active entitlement on the Entitlements related list. The agents creates a case from the entitlement. Defining Service Levels Users can create and maintain service contracts that represent different kinds of customer support, such as warranties, subscriptions, or maintenance agreements. Each service contract can include the specific products covered under the agreement. Enforcing Service Levels You can add time-dependent processes to entitlements that specify the actions, or milestones, your support team must take when service levels on cases are near violation, violated, or successfully completed. Providing Portal Access You can add entitlement management to a Customer Portal or partner portal so that portal users can view their service contracts and entitlements, and create cases with the correct entitlements. Reporting on Entitlements and Service Levels Administrators can use custom report types to define report criteria from which users can run and create reports on entitlements and service contracts. https://help.salesforce.com/HTViewHelpDoc?id=entitleents_setting_up_entitlement_management.htm&language=en_US/ Notes and Limitations You can create up to 1000 entitlement processes and include up to ten milestones in each entitlement process. You can’t update or delete milestone actions on a process after it’s activated and applied to a case. You can only use contract line items if your organization uses products. You can’t create list views for contract line items.. Entitlement processes only apply to cases with assigned entitlements. You can’t share entitlements. If an entitlement has an account, its sharing is inherited from account sharing. You can’t share contract line items. Sharing for contract line items is inherited from service contract sharing. For example, users with the “Read” permission on service contracts inherit the “Read” permission on contract line items. If you want your customers or partners to access their entitlements or service contracts, add entitlements or service contracts to your portals. Don’t add the following entitlement process fields to case page layouts for portal users because portal users shouldn’t access information related to your internal support processes: Entitlement Process Start Time, Entitlement Process End Time, Stopped, and Stopped Since....

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