This post related to Entitlements.Basically Service Contracts & Entitlements let agents instantly match customers with the appropriate level of service and manage per-customer service cost more effectively.
once you enable Entitlement settings under setup-->customize-->entitlement management-->settings enable you can select the appropriate management settings as shown below
next add related list to service contracts by setup-->customize-->entitlement management-->service contracts-->page layouts-->edit service contract layout-->related list-->add entitlements do same for contact layout.Add Entitlement name,Time line and Asset field to case page layout.Also add service contract and entitlement related list to account page layout.
Best Practices:Entitlement templates can be created by setup-->customize-->entitlement management-->entitlements-->templates.Create case from entitlement related list also a best practice shown below
Entitlement Processes are need not necessary for a Entitlement Management. Processes is a collection of Milestones.Setup-->customize-->entitlement management-->milestones-->create new milestone
Example like First Response,Suggested Workaround,Resolution.Once you finish the milestones create a entitlement processes by setup-->customize-->entitlement management-->entitlement processes-->new entitlement processes add the milestones once you created processes as shown below.
Further create workflow actions on milestones like this
add milestone status and milestone status icon fields to case page layout.also add case milestones related list to case page layout.That's it you are good to go to create a new entitlement either by Entitlements tab or entitlement related list from account or service contract or agent.Finally steps should follow entitlement management shown below
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