Set up associated entities The Customer Service Management application uses several associated entities, or reference entities, to link customer information with a customer service case. The customer service case is the primary entity of the Customer Service Management application and is used to track and resolve customer questions or issues. Customer information is linked to a case using associated entities such as accounts, assets, and service contracts. This provides the customer service agent with easy access to the information necessary to resolve customer issues. Customer informationCustomer information includes the account and contact information for a customer or partner. Contracts and entitlementsContracts and entitlements define the type of support that a customer receives. Products and assetsProducts and assets identify the product models and individual product instances owned by a customer. Service level agreementsA service level agreement (SLA) is a record that specifies the time within which service must be provided. Consumer informationConsumer information includes the name, phone number, and one or more addresses for a consumer.