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The Complete Activities of Salesforce Entitlement Management 

Introduction

One of the challenges many organizations face today is the inability to track whether they have resolved a customer’s issue within an acceptable period of time, and the consequences of this issue can lead to a decrease in customer satisfaction. Another related challenge is that the agent cannot quickly determine if the customer on the call actually qualifies for customer support, because the agent spends a lot of time searching many different systems to find the answer, which again leads to increased turnaround time.

To give response to all of these challenges, the Salesforce platform has introduced a cloud service console feature called Entitlement Management that helps to improve the customer service experience and reduce certain costs.

Entitlements in Salesforce let all the agents easily understand whether customers or clients are eligible for support, match customers or clients with certain service levels, and manage customer service costs more effectively. Therefore, by creating a service plan for the case, agents and managers can now easily track progress against service milestones to ensure that service level agreements are met. All these advantages are together lead to rapid problem resolution, reduced service costs, and most importantly, customer satisfaction.

What are Entitlements?

Entitlements are components of customer or client support in Salesforce, like “phone support” or “web service support.” These are typically used to represent terms in service agreements.

Entitlements configured in Salesforce give them two necessary things:
  1.  It allows and helps your customer service sales reps to verify what kinds of support your customers are entitled to.

  2. It allows and helps you to monitor and track SLAs and ensure sales reps are delivering customer support in a timely manner.

Service level agreement (SLA) is the digitalized agreement between you and the client. SLA will manage through some factors such as Entitlement, service contract, and Milestone.

Entitlement Processes

In Salesforce, the entitlement process is defined as a set of timelines for resolving work orders and cases.

Setting Up an Entitlement Process

Using the Entitlement Process

Milestones

Milestones help in defining the company’s SLA’s. With Countdown, the support process is being met in a timely manner. It can result in agents striving to close particular cases before the task is not getting resolved.

Here are some examples of business cases that could be a fit factor for Salesforce Milestones:

  • “Premium Support customers are guaranteed a response within 2 hours.”
  •  “guaranteed Priority1 support case restoring within 4 hours.”

Configuring Milestones

There are three options for recurrence types.

No Recurrence

  • It Will only occur once in the process
  • Example: Initial Response

Sequential

  • Occurs randomly until the process is ended
  • Example: Provide Customer with Update

Independent

  • Occurs independent of all milestones when certain section is met
  • Example: Solution Proposed
Milestone Actions

It’s fully time-dependent workflow action that occurs at milestones in the entitlement process. Users can add actions to milestones, even after milestones added into entitlement processes. .

To Summarize

Service organizations can get the maximum benefits from entitlements in Salesforce to immediately verify whether customers are eligible for support, effectively track the progress of the case service schedule, and most importantly receive timely notification of any SLA violation. The end result is higher agent productivity, lower cost per call, and higher customer satisfaction.

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