Your company may provide different levels of services for various customers. Before providing a service to a customer, support agents may need to verify that the customer has the provision and is entitled to the service. Please note that you must first navigate to settings and enable these features (for example, click on Enable Entitlement Management). We won't be digging deeper again into the configuration as that can be a chapter in itself and this is beyond the scope of this book. So here are some of the features that you may explore further:
Milestones help agents to manage service levels in various stages of the entitlements. The basic navigation path to setting up entitlements is Setup | Customize | Entitlement Management | Entitlements.
Service contracts can help agents to represent different kinds of customer support, such as warranties, subscriptions, or maintenance agreements. The navigation path is Customize | Entitlement Management | Service Contracts.
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