Customer service case entitlement calculation
When a customer service agent creates a case, the system uses a configurable method to derive the entitlement based on several fields related to the case record.
These fields include:
- Account
- Consumer
- Product
- Asset
- Contract
- Case Channel
If the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops) is active, the system also considers these fields:
- Sold Product
- Install Base
Relative weights are assigned to each field. Entitlements are calculated based on the weight and precedence. The entitlement with the highest score is assigned to the case.
| Field | Weight/Precedence Assigned |
|---|---|
| Account / Consumer | 1 |
| Product | 2 |
| Asset / Sold Product / Install Base item | 3 |
| Contract | 4 |
The entitlement calculation uses the global.CSManagementUtils script and the getFirstEntitlement method.