Contracts and entitlements

Contracts and entitlements define the type of support that a customer receives.

Figure 1. Contracts and entitlements

Create a service contract

A service contract record stores information about the type of support that is provided to a designated company. A contract can include a company and contact and the specific assets that are covered. A contract can also include multiple service entitlements and SLAs.

Before you begin

Role required: admin

About this task

The Customer Service application leverages the existing ServiceNow Contract application to create and maintain service contracts. The Customer Service application uses the Contract form and adds the Company field so customer service agents can quickly see the company associated with a contract.

Procedure

  1. Navigate to Customer Service > Contracts > Service Contracts.
  2. Click New.
  3. Fill in the fields on the Contract form, as appropriate.
    Table 1. Contract form
    Field Definition
    Number The automatically created contract number.
    Account The name of the company associated with this contract.
    Contract administrator The individual who is responsible for managing the contract.
    Approver The user who approves or rejects the contract.
    Contract number The number assigned to the contract by the customer.
    State The current state of the contract:
    • Draft
    • Active
    • Expired
    • Canceled
    Starts The date that the contract starts.
    Ends The date that the contract ends.
    Short description A brief description of the contract.
  4. Click Submit.
    You can also click Submit For Review to place the contract in the Draft state and send an email to the Approver to review the contract.

Create an entitlement

An entitlement defines the type of support that a customer receives and the supported communication channels for a customer. An entitlement can be associated with a product, an asset, an account, or a contract.

Before you begin

Role required: admin

About this task

Entitlements are counted using two types of units: cases and hours. Entitlements can also be tracked on a per unit basis. The Unit field on the Service Entitlement form defines the unit type. The Total Units field defines the total number of cases or hours available for this entitlement and the Remaining Units field tracks the number of units remaining.

These counters are active if the Per Unit field is enabled and are updated whenever a case for a product, asset, company, or contract that has an associated entitlement is closed.

Keep these guidelines in mind as you create entitlements.
  • Product entitlements: when creating an entitlement for a product, select the product from the Product field. If you select only a product and not a company, contract, or asset, this creates a generic entitlement and the entitlement counter fields cannot be used.
  • Asset entitlements: when creating an entitlement for an asset, select a company first and then the only assets that are shown are those belonging to that company.
  • Contract entitlements: when creating an entitlement for a contract, select the contract and then the assets that are covered as a contract line item. The resulting contract entitlement is valid for the assets listed within that contract.

Procedure

  1. Navigate to Customer Service > Contracts > Entitlements.
    You can also create an entitlement from the Entitlements related list on the Account and Contract forms.
  2. Click New at the top of the Entitlements list.
  3. Fill in the fields on the Entitlement form.
    Table 2. Service Entitlement form
    Field Definition
    Name The name of the entitlement.
    Product The product model associated with this entitlement.
    Account The name of the account associated with this entitlement.
    Contract The contract number associated with this entitlement .
    Asset The asset tag number or the serial number of the asset associated with this entitlement.
    Active Check this box to enable the entitlement. Active entitlements are available for selection when creating a new case.
    Channel One or more communication channels associated with this entitlement.
    • Email
    • Web
    • Phone
    • Chat
    Business hours The schedule associated with this entitlement.
    Start date The start date for this entitlement.
    End date The end date for this entitlement.
    Total Units The total number of units designated for this entitlement. This field is active if the Per unit check box is enabled.
    Remaining Units The number of available units that are remaining for this entitlement. This field is active if the Per unit check box is enabled. This field is updated when a case associated with this entitlement is closed.
    Unit The type of unit being measured for this entitlement: Cases or Hours.
    Per unit Select this check box to enable unit counters. If enabled, the Total Units and Remaining Units fields are activated.
  4. Click Submit.

Associate an entitlement with an entity

Associate an entitlement with a customer service entity such as an account, contract, asset, or product.

Before you begin

Role required: admin

Procedure

  1. Navigate to Customer Service > Contracts > Entitlements.
  2. Select an entitlement from the Entitlements list.
  3. Click the lookup icon to the right of one of the Product, Account, Contract, or Asset fields.
  4. Select the desired entity from the list.
    Note: If you select an entity in more than one of the fields listed above, the selections available in subsequent fields are filtered by the selections already made.
  5. Click Update.