Awesome.
So now we have got a good understanding about entitlement management.
The various models and what all the various steps that we need to do to successfully enable and use
entitlement management.
Now let's go ahead log into our developer or an enabling environment management so that we can go further
steps.
So for enabling the feature offer environment management go to set up look for entitlement settings
that would be under entitlement management.
So go for it and here do see this option of entitlement management and enabling it.
Check the check box for enabling that option.
And just log that here you have other details as well what does entitlement management how to set it
up and there are some awesome guides given out here by sales force to help you with the setup and help
you understand more about the concept.
So please do check it out.
That could be definitely helpful when you do hands on and when you understand this concept.
So once you click on enabling the check box save
awesome we have successfully enabled entitlement management.
No no we have to do these remaining settings so let's go one by one.
First is the enabling entity bent versioning yes enabled this checkbox enabled this option.
So one does option is all about does the enabling entitlement wash inning meaning was running off entitlement
right.
So as the name says so you can have multiple Washington's often entitlement process even when it is
active.
So for that feature have their checkbox on but no that one's you enable your entitlement cushioning
you can't disable that.
All right so you'll know that it is also mentioned here.
Mark definitely I would suggest you to enable this option because this comes very handy when you want
multiple entitlements for the same criteria.
All right.
So rather than having consuming so much of refinement energy and creating new one you can create multiple
versions of that very easily.
If you have this option enabled but no debt when you have this option enabled and then you create a
new widgets you can add new milestones to the existing entertainment process.
Yes but for the existing ones for the existing milestones you cannot update that.
But if the existing milestones for the entitlement process is not active then that can be edited basically.
All right.
So you can create new ones and the existing ones that are not back then you can edit that by David existing
ones are active then you can edit that.
This is about that option.
Entitlement was shinning enable that option check this check box the next option is about the entitlement
related lookup filters on the case fees.
So basically when you create a case and venue one block that gives Apple a specific entitlement process
you look for the all the entitlements that are already existing in your system and in that look up we
are basically setting this will have some specifications on the lookup filters.
So here this option limited the intent item and look up food one later on entitlements with active status.
Same goes on the case same I set on the case.
Same contact on the case.
So that makes very good sense right.
We would like to attach only entitlements that are active and also with respect to the account or the
assets or the contact.
So have these enabled.
Yeah and if you want and the asset look up fees then you can have these options enabled but in this
specific tutorial we'd be talking about cases so I have just activated these four and then enabling
the milestone food items.
So if you enabled this option the milestones would be visible in the field view of your case whichever
case that you have created any of our dash set in that case in the field view the milestones would be
visible.
So yes I want to enable that option and then sure the time remaining in actual hours not the business.
So if you want to have it in actual hours.
Yes but let's go with the business hours.
So let me not enable this option for now and then this milestone time settings this option milestone
time settings I would like to enable that by enabling this option what happens is we'll have two additional
fees on the supported objects.
Basically the case is context icons oh a Y is what these two fields are is basically the actual elapsed
time this field and also the stop to time field so maybe because of some road block if the support agent
if they're not able to perform or complete the milestone then what does it stopped time and what does
the actual elapsed time because of that.
So these fields and the values will be visible and it'll automatically be added to the page layout.
So yes we would need those fields.
So for that I am enabling this option as well.
All right.
So basically what we have done now we have enabled entitlement management and we have also done the
respective settings for entitlement management.
Awesome.
We know what all these settings and we have enabled them accordingly.
Cool.
Now that we have enabled environment man let's do a couple more settings before we actually get into
the process.
The first setting is add the entitlements here.
So let me add.
All right.
Okay.
Save.
Perfect all right.
We have added entitlements the other said things that I would like you to do us adding some of the fees
these entitlement related fees to the cases layout.
So I'll just go to cases go to the fields here you should see entitlement related fields out here as
you see here.
First let's assess the field of security for these fees as you see here it does not visible to any of
the profiles as such.
So let's make it visible for all the profiles.
As of now but do remember that it would make it visible only for those profiles as part of your business
how you have defined your profiles.
But for the time being I'm just giving into all the profiles.
Similarly do it for the other fields.
Which indictment process and date in time start by milestones status milestones data Zyklon.
Stop stop.
Since so do for all these fields acid.
So for all these fees enable the fee level security make it visible for all the profiles and add it
to your case lay out.
Awesome so what I have done now was I have changed the fee level security for all the entitlement related
fields and I have added them to the case layout.
As you can see here cool.
The next step what we are going to do is we are going to go to the respective objects like accounts
contacts assets and I'm going to add the entitlement related list of those objects.
All right so just do that for your respective objects.
Let me quickly go to accounts and let me add that go for editing the layout.
You see the entitlements related list I it out.
Awesome.
So when you added to the icons page layout it tells the support agent that any contacts on the account
visited they are eligible for support.
Similarly you can do it for contact.
You can do it on assets you can build on products.
Add those entitlement templates.
A related list to the product page layout.
These entitlement templates will help you to define the terms and conditions of the support that the
support users can add to that product specifically.
All right so similarly Lloyd for a context assets and products add the environment to the listed list
and then go for cases and in cases and cases milestone
you look for the related list case milestones
awesome that also we have added it out here.
You can see case milestones here.
Now what we're going to do is we are going to go to a case milestones object and then we are going to
add a couple related fields.
So go for case milestones.
And here let me add a couple related fees.
The actual elapsed time the actual elapsed time hours the actual elapsed retirement minutes and the
target response target remaining.
So these are some of the fields that we would need.
So I add all those to the layout here.
So yeah I am done adding all those fields to the layout you can see I have added the actual elapsed
time in days hours and minutes and then the elapsed time.
The target response the time remaining in days and minutes.
So all of these I have added to the case milestone layout.
All right so once you are done safe.
Perfect.
Save all the settings.
Cool.
Now that we have done all the related sittings with respect to enabling environment management in the
next session let's go ahead and understand how to create a milestone and document process and then we
go on from there.