Add an entitlement to a case line

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Add one or more entitlements to a case line in CSM Configurable Workspace.

    Before you begin

    Role required: sn_customerservice_agent

    Procedure

    1. Open a case line record in CSM Configurable Workspace.
    2. Select the Case Line Entitlements tab.
    3. Select Add on the Case Line Entitlements tab.
    4. Select one or more entitlements from the Add entitlements pop-up window.
      The Add entitlements pop-up window displays the entitlements associated with the Account field on the case line record and the Contract field on the parent case record.
    5. Select Add on the Add entitlements pop-up window.

      The selected entitlements are added to the Case Line Entitlements tab.