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

Venkata Rao
Tera Contributor

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

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3 REPLIES 3

khadija3
Tera Guru

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

Hi Khadija,

 

Thank you so musch.

Vallisree Chakk
ServiceNow Employee
ServiceNow Employee