--- sourceDocument: Zurich Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/order-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Customer Contracts and Entitlements # Customer Contracts and Entitlements {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Customer Contracts and Entitlements The Customer Contracts and Entitlements application for Customer Service Management (CSM) allows users to standardize, manage, and utilize contracts and entitlements effectively. It supports the entire lifecycle of customer contracts, from initial offers to finalization, including modifications and cancellations, all within the CSM Configurable Workspace. Show full answer Show less ## Key Features * **Contract Management:** Manage contracts directly within the Agent Workspace, tracking entitlements and ensuring compliance. * **Integration:** Seamlessly integrates with product catalog and order management for a cohesive experience in managing service contracts. * **Workflows:** Efficient workflows enable users to generate, modify, and renew contracts and entitlements. * **Modification Capabilities:** Easily manage changes to contracts, including coverage adjustments, suspensions, and cancellations. * **Pricing Adjustments:** View and apply incremental price changes for recurring offerings, allowing flexibility in scaling purchases. ## Key Outcomes By utilizing the Customer Contracts and Entitlements application, organizations can enhance contract compliance, streamline contract management processes, and support customer needs effectively through tailored service plans and entitlements. This leads to improved customer satisfaction and operational efficiency. The Customer Contracts and Entitlements application for Customer Service Management (CSM) provides solution to standardize, organize, manage, and use contracts and entitlements. ## Customer Contracts and Entitlements overview {#exploring-post-sales-support__cf-exploring-parent-overview} You can use the Customer Contracts and Entitlements application to manage contracts from the initial offer to contract finalization, directly within the CSM Configurable Workspace. You can also manage customer contracts and entitlements life cycle changes, scope modifications, and cancellations. The application enables tracking of entitlements and improves contract compliance. A customer contract acts as an agreement between the customer and the organization. A contract includes the consumer or account details, the products covered, and the contract term. Contract lines store information related to the product or services purchased as a part of the contract. Contracts and entitlement workflows help in efficiently managing the complete life cycle of customer contracts and entitlements. The workflows in this application enable you to generate, modify, and renew contracts and entitlements. ## Customer Contracts and Entitlements benefits {#exploring-post-sales-support__cf-exploring-parent-benefits} {#exploring-post-sales-support__table_ajc_32w_mgc__entry__3} | Benefit | Feature | Users | |-|-|-| | View and manage contracts and entitlements in the Agent Workspace. | [Using Customer Contracts and Entitlements](https://www.servicenow.com/docs/IVB3Vuw2ayKXVYUiAWvq1A "Learn how consumers, managers, agents, and administrators use the Customer Contracts and Entitlements application to generate customer contracts and contract lines.") | Customer service manager, order agent | | Establish relationships with existing customer data, such as sold products and install base items, by adding the contract and entitlement data to the common data model. | [Add a sold product or install base item to a service contract](https://www.servicenow.com/docs/WQKHOhNsigLY3v_rEwtOkg "Add the sold products or the install base items covered to service contracts, contract lines, or entitlements.") | Customer service manager | | Support customer needs by implementing capabilities ranging from account-based support entitlements to contracts that include service plans with complex entitlement coverage. | [Modifying an entitlement](https://www.servicenow.com/docs/svguACiHU7CAWuuo8h2uaA "Modify an entitlement associated to an account so that you can update its existing configurations.") | Customer service manager, order agent, sales agent | | Customers can create contracts to manage subscription, support, and maintenance contracts. Customers can create these contracts from product inventory records and also manage these contracts by modifying, renewing, or canceling them. | [Creating and managing subscription contracts](https://www.servicenow.com/docs/yvtMQS0Ar5lcyNNUefahuQ "After a product offer is selected by the customer and the product is sold to the customer, this workflow creates contracts and entitlements based on the services associated with that sold product and the extra services that the customer has purchased.") | Customer service manager | | Integrates product catalog management, order management, and contract management to deliver a seamless capability to support selling of service contracts and entitlements. | [Integration with Customer Service Management modules](https://www.servicenow.com/docs/arxlAO~yXfLHM3NU_~iMQQ "Configure the features and components of Customer Contracts and Entitlements to enable a seamless, end-to-end service experience including after sales services for your customers.") | Customer service manager | | Manage changes in contracts and entitlements. If the customer wants to modify contracts such as changes in coverage or other specific terms, these changes can be managed using order management. You can also suspend, resume, and cancel them based on your requirement. | [Modifying Contracts and Entitlements](https://www.servicenow.com/docs/iP~syr~ZyIaM~PmOukmn7w "Modify a service contract so that you can update its existing configurations.") | Customer service manager, order agent, sales agent | | Enables the complete end-to-end sales and order management process to generate new customer contracts and entitlements. | [Generating new customer contracts and entitlements](https://www.servicenow.com/docs/jTFnSuLadT2hCNGvdF5F5A "Learn how contracts and entitlements using workflows enable you to create and manage service contracts, service contract lines, and entitlements.") | Customer service manager, order agent, sales agent | | View the Price Ramp details on the contract line, that are applied to quote line items to define incremental price changes for recurring product offerings. This enables customers to scale their purchases during the contract or subscription term by adjusting the pricing. | [Using Contracts and Entitlements Workflows](https://www.servicenow.com/docs/jTFnSuLadT2hCNGvdF5F5A "Learn how contracts and entitlements using workflows enable you to create and manage service contracts, service contract lines, and entitlements.") | Customer service manager, order agent, sales agent | [Table 1. Customer Contracts and Entitlements benefits] {#exploring-post-sales-support__table_ajc_32w_mgc} ## What to explore next {#exploring-post-sales-support__section_hld_dkf_zfc} To learn more about configuring and using Customer Contracts and Entitlements, see: * [Configure Customer Contracts and Entitlements](https://www.servicenow.com/docs/XOVrEff0J1n3SYXNhIoA5Q "Use the Customer Contracts and Entitlements application to configure and display customer service contracts and entitlements.") * [Using Customer Contracts and Entitlements](https://www.servicenow.com/docs/IVB3Vuw2ayKXVYUiAWvq1A "Learn how consumers, managers, agents, and administrators use the Customer Contracts and Entitlements application to generate customer contracts and contract lines.") {#exploring-post-sales-support__ul_ild_dkf_zfc}