What is the difference between service contract and entitlement in CSM?
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‎11-25-2019 11:22 PM
What is the difference between service contract and entitlement in CSM?
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Customer Service Management
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‎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
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‎12-04-2019 05:26 AM
Hi Khadija,
Thank you so musch.
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‎11-27-2019 11:05 PM
Hello,
Look at the following article, if that helps.