Entitlements

The entitlement object defines what your support and how you support it. The object itself provides the ability to set a start and end date, business hours, entitlement process, and a bunch more information.

Depending on your business model, these entitlements could be associated with a specific asset or service contract. Entitlements can also be restircted to a per incident model where only a pre-set number of cases can be opened against them.

After associating a process to your entitlement, you can see the milestones and their timing on the entitlement page.

Cases

After an entitlement is created, you can then assign an entitlement to a case. After being assigned, case milestones will appear in the milestone section of the case layout (assuming the case meets the criteria for the milestones).

Exercise 5: Create Entitlements and Use Them

Goal:

Create entitlements for an account and create cases that use them

Scenario:

In order to start better supporting your accounts your company starts to sell support entitlements. These entitlements denote what type of support your customers get.

Tasks:

  1. Create new entitlements
  2. Open cases with those entitlements

Instructions

  1. Under an Account, create a new Premium Entitlement
    1. Locate the Burlington Textiles Copr of America account
    2. Click New Entitlement
    3. Fill in the following information.
      Entitlement Name
      Premium Phone Support
      Type
      Phone Support
      Start Date
      Today
      End Date
      A year from today
      Entitlement Process
      Premium
    4. Click Save
  2. Under a different Account, create a new Standard Entitlement
    1. Locate the GenePoint account
    2. Click New Entitlement
    3. Fill in the following information.
      Entitlement Name
      Standard Phone Support
      Type
      Phone Support
      Start Date
      Today
      End Date
      A year from today
      Entitlement Process
      Standard
    4. Click Save
  3. Open a Case for the Premium Entitlement
    1. Locate the Premium Phone Support Entitlement on the Burlington Textiles Corp of America Account
    2. Click New Case
    3. Fill in the following information.
      Contact
      Jack Rogers
      Status
      New
      Priority
      High
      Case Origin
      Phone
      Business Hours
      9x5
    4. Fill in the Subject and Description fields
    5. Click Save
    6. Notice that your two case milestones are now on the case. Write down the target date of the Case Resolution milestone
    7. Click Edit and change the business hours field to 24x7
    8. Click Save
    9. Notice that the target date of the Case Resolution milestone has changed
    10. Add a new comment to the case and notice that the First Response milestone has disappeared.
  4. Play around with the Standard Entitlement, business hours and priority of cases