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 as well as the
supported communication channels. 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 on a per unit basis. The Unit field on the
Service Entitlement form defines the unit type, either cases or hours.
Entitlements can also be tracked on a per unit basis. 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
The Remaining Units
field is updated using business rules.
- When using cases as the unit type, the Update case entitlement on
Close business rule updates this field when a case for a product, asset,
company, or contract that has an associated entitlement is closed.
- To use hours as the unit type, customers must create a separate business rule. For
example, create a rule that is applied to the amount of time an agent spends on a case.
When a case is resolved, deduct the hours spent from the total service hours available
in the entitlement.
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.