How to define Entitlement in CSM is it mandatory to associate entitlement to a particular contract,
So i have created 3 entitlement
1) Asset Entitlement ( for Assest - A)
2) Product Entitlement ( for prodoct model in which the Asset-A is created from model category
3) Contract Entitlement - where the entitlement is associated with contract and in this entitlement same Asset-A is covered
So my doubt is when i am creating a case for this asset for a particular account then it is always taking the Contract Entitlement but in Servicenow Books it is clearly mentioned
Asset Entitlement: The most specific, only applies if the asset in the case matches the one in the entitlement.
Product Entitlement: Applies if the product in the case matches, and there is no asset entitlement for the case’s asset.
Contract Entitlement: The least specific, applies if neither an asset nor a product entitlement is relevant.
Can any one explain the whole scenario behind this.
Thanks in advance.
