Add an entitlement to a case

Add one or more entitlements to a customer service case record in CSM Configurable Workspace.

Before you begin

Role required: sn_esm_agent, sn_customerservice.consumer_agent

About this task

Agents can view the available entitlements on a customer service case and associate one or more entitlements to the case. Available entitlements are associated with the account, consumer, or contract selected on the case record.

Starting with the Zurich release, the sn_customerservice.advanced_entitlements system property determines if agents can associate one entitlement to a case or multiple entitlements.

• If set to true, the Case Entitlements related list is visible on the Case form and the Entitlement field is hidden. Agents can use this list to associate multiple entitlements to the case.
• If set to false, the Entitlement field is visible on the Case form and the Case Entitlements related list is hidden. Agents can use this field to associate one entitlement to the case.

For more information, see Properties installed with Customer Service Management.

Procedure

1. Open a case record in CSM Configurable Workspace.
2. Add one or more entitlements to the case.
3. Select the Case Entitlements related list tab and then select Add.
   If the record page displays the Related Lists tab in the contextual side panel, expand the Case Entitlements list and then select View all to display the Case Entitlements list.
4. Select one or more entitlements from the Add case entitlements pop-up window.
   The Add entitlements pop-up window displays the entitlements associated with the account, consumer, product, and contract selected on the case record.
5. Select Add on the Add case entitlements pop-up window.

   The selected entitlements are added to the Case Entitlements list.

6. Select Save to save the changes to the case.