Contracts and entitlements define the type of support that a customer receives.
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.
The Customer Service Management
application leverages the existing ServiceNow
application to create and maintain service
contracts. The Customer Service Management application uses the Contract form and adds the Company field so
customer service agents can quickly see the company associated with a contract.
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.
An entitlement check is performed when a case is opened. This check takes into
consideration the existing cases for the specific account, product, asset, and service
contract. Entitlements can have associated workflows that drive recommended activities for a
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.