What is Entitlement in Customer Service ?
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ā03-13-2019 03:22 AM
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
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Customer Service Management
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ā03-13-2019 03:30 AM
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!
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ā03-13-2019 03:52 AM
Thank you for your answer
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ā03-13-2019 03:56 AM
PLease mark it helpful