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EntitlementTemplate

Represents an entitlement template. Entitlement templates are predefined terms of customer support that you can quickly add to products. For example, you can create entitlement templates for Web or phone support so that users can easily add entitlements to products offered to customers.

EntitlementTemplate extends the Metadata metadata type and inherits its fullName field.

Declarative Metadata File Suffix and Directory Location

EntitlementTemplate components are stored in the entitlementTemplates directory of the corresponding package directory. The file name matches the unique name of the entitlement template, and the extension is .entitlementTemplate.

Version

Lightning Platform EntitlementTemplate components are available in API version 18.0 and higher.

Fields

Field	Field Type	Description
businessHours	string	The entitlement's supported business hours.
casesPerEntitlement	int	The total number of cases the entitlement supports.
entitlementProcess	string	The entitlement process associated with the entitlement. Entitlement processes are timelines that include all the steps (milestones) that your support team must complete to resolve cases. Each process includes logic to determine how to enforce the correct service level for your customers.
isPerIncident	boolean	`true` if entitlements created from this template service a limited number of cases; `false` otherwise.
term	int	The number of days the entitlement is in effect.
type	string	The type of entitlement, such as Web or phone support.

Declarative Metadata Sample Definition

A sample XML definition of an entitlement template is shown below.

1<?xml version="1.0" encoding="UTF-8"?>
2<EntitlementTemplate xmlns="http://soap.sforce.com/2006/04/metadata">
3    <businessHours>AlternateBusinessHours</businessHours>
4    <casesPerEntitlement>12</casesPerEntitlement>
5    <entitlementProcess>Process1</entitlementProcess>
6    <isPerIncident>true</isPerIncident>
7    <term>33</term>
8    <type>Phone Support</type>
9</EntitlementTemplate>

Wildcard Support in the Manifest File

This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.

Metadata API Developer Guide