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 Contract 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.