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What is the difference between service contract and entitlement in CSM?

Venkata Rao
Tera Contributor

‎11-25-2019 11:22 PM

What is the difference between service contract and entitlement in CSM?

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khadija3
Tera Guru

‎11-26-2019 11:38 PM

Hello,

Contract is a an agreement between two parties, within servicenow you can manage contracts that determine the terms and conditions of the service to be provided to a customer (account in CSM) .

Entitlement defines the type of support a customer receives and the supported communication channels for a customer, for example for a specific product the customer A (account) has a 24*7 support via phone.

 

Hope this helps

Venkata Rao
Tera Contributor
In response to khadija3

‎12-04-2019 05:26 AM

Hi Khadija,

 

Thank you so musch.

0 Helpfuls

Vallisree Chakk
ServiceNow Employee

‎11-27-2019 11:05 PM

Hello, 

Look at the following article, if that helps.

https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service...

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