The Entitlement Management section of Setup is where you go to enable and manage the Entitlement process
If you have not enabled Entitlement Management, you will first need to enable it for your org
In order to have the Entitlement Management option available you must have Service Cloud user licenses
After enabling Entitlement Management, you'll be given several sections that you can configure
Entitlement versioning allows you easily group your entitlement process and it's versions
Even with versioning enabled, you still have the same limit on the total number of entitlement processes you can have. Every version counts as a seperate entitlement process
These built-in lookup filters allow you to determine how the Entitlements are filtered when applying them to your case. I recommend that you at least use the
Active Status and
Same account on case to help you maintain healthy data
This setting puts entitlement milestone information into the Chatter feed for the Case
This setting shows the amount of time remaining in "real world" hours instead of business hours. If you are starting out with Entitlements in your organization, this might be a useful setting since people can often be confused by Business Hours
Enable entitlement management and add entitlement information to case layout.
To reduce the amount of custom work you have to do, you decide to use the standard Entitlement object and use it with your support cases.
Enable Entitlement Management
Enable Entitlement Versioning
Visiblefor all Profiles