Support Agent - Service Entitlement Check

Service Entitlement Check on Case

This guide walks you through the process of verifying service entitlements for customer cases in Salesforce Service Cloud. By following these steps, you'll ensure that support requests are backed by valid service agreements and can identify the scope of support available to the customer.

Step 1: Create and Link the Case

Create a new case in Salesforce Service Cloud and populate the Delivered Solution lookup field with the customer's associated delivered solution that has an assurance policy attached.

Figure 1: Ensure the Delivered Solution field is populated with the customer's associated solution

Step 2: Access the Service Entitlement Check Tab

Click the "Service Entitlement Check" tab on the case record to view the entitlement verification details.

Figure 2: Service Entitlement Check tab is available in the case detail view

📌 Tip: The Service Entitlement Check tab displays real-time validation of whether the case qualifies for support under the customer's active assurance policy.

Step 3: Verify Support Commitment Term

Review the Support Commitment Term section, paying special attention to the Commitment Validity field to ensure the commitment period is still active.

Figure 3: Check that the Commitment Validity date range covers the current support request

✅ Success Indicator: A green status or "Valid" indicator in the Commitment Validity field means the customer's support commitment is active and the case can proceed.

Step 4: Check Assurance Scope Validity

Verify the Assurance Scope Validity to confirm that the service scope covers the customer's needs and is currently valid.

Figure 4: The Assurance Scope Validity field indicates whether the coverage terms are active

Step 5: Verify Component and Labor Scope

Additionally, review whether the related component is included in the scope and what labor support options are available to the customer.

Figure 5: Identify which components are covered and what level of labor support (e.g., remote, onsite) is included

⚠️ Important: If a component is not under scope or labor is not available, you may need to upgrade the customer's service agreement or decline the request based on the current entitlements.

Quick Reference Checklist

Before proceeding with case resolution, confirm:

☐ Delivered Solution is linked to the case
☐ Service Entitlement Check tab shows valid entitlements
☐ Support Commitment Term is active and valid
☐ Assurance Scope Validity confirms coverage
☐ Component is within scope
☐ Required labor support level is available

✅ When all checks pass: You can confidently resolve the case within the customer's support agreement terms and service scope.