What is Entitlement in Customer Service ?

[ahcenekhacer]

Hi

Can anyone explain me what is Entitlement with simple words. I have read the definition on servicenow docs but i still no understand

Thank you in advance 

[Kush Sharma]

Hi,

An entitlement defines the type of support that a customer receives as well as the supported communication channels. 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 case.

or you can read the full document with this link 

https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html 

Thanks,

Please mark reply as Helpful/Correct, if applicable. Thanks!

[ahcenekhacer]

Thank you for your answer

[Kush Sharma]

PLease mark it helpful