Create entitlements for CSM entities

Create an entitlement for a Customer Service Management entity such as an account, a consumer, or a product.

Before you begin

Role required: sn_customerservice_manager or admin

Procedure

1. Navigate to All > 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 id=“table_fyv_dtr_bs”><thead><tr><th>

Field

</th><th>

Definition

</th></tr></thead><tbody><tr><td>

Name

</td><td>

The name of the entitlement.

</td></tr><tr><td>

Product

</td><td>

The product model associated with this entitlement.

</td></tr><tr><td>

Account

</td><td>

The name of the account associated with this entitlement.

</td></tr><tr><td>

Consumer

</td><td>

The name of the consumer associated with this entitlement.

</td></tr><tr><td>

Contract

</td><td>

The contract number associated with this entitlement .

</td></tr><tr><td>

Asset

</td><td>

The asset tag number or the serial number of the asset associated with this entitlement.

</td></tr><tr><td>

Active

</td><td>

Check this box to enable the entitlement. Active entitlements are available for selection when creating a new case.

</td></tr><tr><td>

Channel

</td><td>

One or more communication channels associated with this entitlement. - Email - Web - Phone - Chat

</td></tr><tr><td>

Install Base Item

</td><td>

The install base item associated with the entitlement. Configure the form layout to add the Install Base Item field.Note: This field is only available if the Customer Service Install Base Management plugin (com.snc.install_base) is installed.

</td></tr><tr><td>

Sold Product

</td><td>

The sold product associated with the entitlement. Configure the form layout to add the Sold Product field.Note: This field is only available if the Customer Service Install Base Management plugin (com.snc.install_base) is installed.

</td></tr><tr><td>

Business hours

</td><td>

The schedule associated with this entitlement.

</td></tr><tr><td>

Start date

</td><td>

The start date for this entitlement.

</td></tr><tr><td>

End date

</td><td>

The end date for this entitlement.

</td></tr><tr><td>

Total Units

</td><td>

The total number of units designated for this entitlement. This field is active if the Per unit check box is enabled.

</td></tr><tr><td>

Remaining Units

</td><td>

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 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.

</td></tr><tr><td>

Unit

</td><td>

The type of unit being measured for this entitlement: Cases or Hours.

</td></tr><tr><td>

Per unit

</td><td>

Select this check box to enable unit counters. If enabled, the Total Units and Remaining Units fields are activated.

</td></tr></tbody> </table>4. Click Submit.