Skip to content
Configure entitlements › Product data › Set up your environment › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

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.

FieldDefinition
NameThe name of the entitlement.
ProductThe product model associated with this entitlement.
AccountThe name of the account associated with this entitlement.
ConsumerThe name of the consumer associated with this entitlement.
ContractThe contract number associated with this entitlement .
AssetThe asset tag number or the serial number of the asset associated with this entitlement.
ActiveCheck this box to enable the entitlement. Active entitlements are available for selection when creating a new case.
ChannelOne or more communication channels associated with this entitlement. - Email - Web - Phone - Chat
Install Base ItemThe 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.
Sold ProductThe 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.
Business hoursThe schedule associated with this entitlement.
Start dateThe start date for this entitlement.
End dateThe end date for this entitlement.
Total UnitsThe total number of units designated for this entitlement. This field is active if the Per unit check box is enabled.
Remaining Units

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.
UnitThe type of unit being measured for this entitlement: Cases or Hours.
Per unitSelect this check box to enable unit counters. If enabled, the Total Units and Remaining Units fields are activated.
  1. Click Submit.