question What is Entitlement in Customer Service ? in CSM forum

What is Entitlement in Customer Service ?

ahcenekhacer — Wed, 13 Mar 2019 10:22:23 GMT

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

Re: What is Entitlement in Customer Service ?

Kush Sharma — Wed, 13 Mar 2019 10:30:13 GMT

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!

Re: What is Entitlement in Customer Service ?

ahcenekhacer — Wed, 13 Mar 2019 10:52:24 GMT

Thank you for your answer

Re: What is Entitlement in Customer Service ?

Kush Sharma — Wed, 13 Mar 2019 10:56:01 GMT

PLease mark it helpful