Mastering Salesforce CRM Administration

Entitlement management

Entitlement management helps an organization to provide the correct support to their customers. It helps a support agent to identify what all kind of service levels the customer is eligible for. There is a thin gap between an escalation rule and entitlement management. An escalation rule helps an organization to make sure that the cases do not remain open forever whereas entitlement management helps a support agent to identify what all kind of service levels the customer is entitled to, based on their service contract, asset, or account.

Let's start with an example: you have just opened a support ticket with your cellular operator to resolve the network issue. As we all know, cellular providers are not selling any support ...