What are Service Contracts and how do entitlements apply in Field Service?

Service Contracts are agreements between a company and its customers defining the terms of service — response times, coverage hours, and covered products. In FSL:

1. Entitlements on the Service Contract define specific SLA commitments (e.g., 4-hour on-site response).
2. Covered Products (Contract Line Items) specify which Assets or products are included under the contract.
3. When a Work Order is created for an asset, Salesforce can auto-populate the Entitlement based on the active Service Contract, triggering milestone timers.
4. Service contracts also drive billing cycles when integrated with Salesforce Billing, ensuring service delivery is tied to contractual obligations and invoiced accordingly.