Setting up the Customer Contracts and Entitlements application

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • 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.

    As a user with the admin role, you can set up the Customer Contracts and Entitlements application to enable users to create entitlements and service contracts for users.

    Task Description
    Create a characteristic Create a characteristic to add to an entitlement. A characteristic refers to the specific attributes or properties that define the entitlement.
    Add a user to your instance to enable them to log in and use designated application features. After adding the user, you make them approver to review service contracts.
    Assign roles to users. Use this feature to grant the sn_customerservice_manager (CSM manager) role to a newly added user and authorize them to make an informed judgment to review a service contract.
    Note:
    On the Accounts form, to view the service contracts, remove the contract-related lists and configure the Service contracts related list.
    		 Create an account and associate it to a service contract.
    Create a consumer record in Customer Service Management. A consumer can be associated with a service contract in the Customer Contracts and Entitlements application.
    Create a record for a product that is sold to an account or a consumer. A sold product can be associated with multiple contracts.
    Create an Install base item Create a record for an install base item that is sold to an account or a consumer. An install base item can be associated with multiple contracts.