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[Music] hi all welcome to the salesforce service cloud series this session is about entitlement and sla in salesforce myself judy jaisin im an architect at usd with 11 years of experience in salesforce im an atex certified application architect and a trial head ranger i am one of the colleague of women in tech group kochi here i am enclosing my twitter and linkedin profiles so that you can follow me and connect with me getting into the agenda of the session we will be covering the following topics today what is sla and the importance of sla in service cloud what is entitlement management what is entitlement and how it works what are the supported objects for entitlement how to enable entitlement management how to create entitlement how to use entitlement template types of entitlement process and how to create service contracts with entitlement when we talk about service cloud service level agreement for the account is very important sla is the agreement between you and your customer