Entitlements - Force.com Labs - AppExchange

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Entitlements

App by Force.com Labs 8/25/2008

A toolkit that allows your agents to track the support that your customers are entitled to, and which allows you to enforce your Service Level Agreements.

3.0

out of 5

Highlights

  • Manage your customers' service entitlements automatically
  • Enforce your service level agreements

Pricing

  • Free

Description

Entitlements allows you to manage your customers' service entitlements and enforce the service level agreements that derive from those entitlements.

This package supports two models of entitlements:

* You can create Support Programs and Entitlements for each individual account, or
* You can create just a few different support contracts (like Standard Support and Premium Support) and share them across many accounts. These two models can coexist.

Once an entitlement is applied to a case, Entitlements allows you to track three different SLAs:

* Entitled First Response
* Entitled First Workaround (which some companies use to track the time when they sent the customer the resolution to the problem)
* Entitled Resolve Time (which is fulfilled when the case is closed)

You can apply any or all of these SLAs as your business process dictates. All SLA times are stamped directly on the case, which allows for easy reporting and automation capabilities.

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Terms & Conditions

THIS APPLICATION IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, CONSEQUENTIAL OR SIMILAR DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS APPLICATION, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

SUBJECT TO THE FOREGOING, THIS APPLICATION MAY BE FREELY REPRODUCED, DISTRIBUTED, TRANSMITTED, USED, MODIFIED, BUILT UPON, OR OTHERWISE EXPLOITED BY OR ON BEHALF OF SALESFORCE.COM OR ITS AFFILIATES, ANY CUSTOMER OR PARTNER OF SALESFORCE.COM OR ITS AFFILIATES, OR ANY DEVELOPER OF APPLICATIONS THAT INTERFACE WITH THE SALESFORCE.COM APPLICATION, FOR ANY PURPOSE, COMMERCIAL OR NON-COMMERCIAL, RELATED TO USE OF THE SALESFORCE.COM APPLICATION, AND IN ANY WAY, INCLUDING BY METHODS THAT HAVE NOT YET BEEN INVENTED OR CONCEIVED.

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