thinQmaster Virtual testing partner Adaptive practice exams that find your weak spots and drill them. Every answer explained. From $69
Enroll

thinQmaster

Find your exam

Five questions free, before you decide.

Step 1 · choose a vendor

In one of our camps? Your practice exams come with the tuition — they are on your study page already.

Business Platforms & EA · Intermediate

Entitlement Management

Service Cloud feature defining support levels customers are entitled to and enforcing time-based milestones.

Definition

Entitlements specify what support a customer gets; entitlement processes contain milestones such as First Response that track time on cases with success, warning and violation actions. Service contracts group entitlements.

Exam tip

Choose entitlements and milestones over escalation rules for SLA tracking.

Related terms