Components installed with Customer Contracts and Entitlements

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

    • Several types of components are installed with the Customer Contracts and Entitlements application, including tables and roles.

    The following roles are added with the activation of the Customer Contracts and Entitlements plugins.

    Table 1. Roles installed
    Role Description Contains role Targeted persona
    sn_pss_core.service_contract_viewer

    Service contract viewer

    		 Performs read operation on:
    • customer contracts
    • Contract lines
    • Entitlements
    • Characteristics
    • Entitlement usages
    • sn_prd_pm.characteristics_viewer

      Characteristic viewer

    • sn_prd_pm.product_catalog_viewer

      Product catalog viewer
    • sn_customerservice.consumer_agent

      Consumer service agent

    • sn_customerservice_agent

      Customer service agent

    • sn_customerservice.customer_data_viewer

      Customer data viewer
    sn_pss_core.service_contract_manager

    Service contract manager

    		 Performs create/read/update operations on:
    • Customer contracts
    • Contract lines
    • Entitlements
    • Characteristics
    • Entitlement usages
    		 sn_pss_core.service_contract_viewer

    Service contract viewer

    		 sn_customerservice.manager

    CSM Manager
    sn_pss_core.pss_integrator

    Integration user

    		 Performs create/read operations by using rest endpoints on customer contracts and entitlements. sn_customerservice.manager

    CSM Manager

    		 sn_pss_core.pss_integrator

    Integration User

    The following tables are added with the activation of the Customer Contracts and Entitlements application.

    Table 2. Tables installed
    Table name Description
    Characteristics

    [sn_pss_core_entitlement_characteristic]

    		 Stores the characteristic values for entitlements or customer contract lines.
    Entitlement Usage

    [sn_pss_core_contract_entitlement_usage]

    		 Stores the values used by end customers for entitlement characteristics.
    Service Contract

    [sn_pss_core_service_contract]

    		 Stores runtime contracts.
    Service Contract Line

    [sn_pss_core_service_contract_line]

    		 Stores the runtime contract lines like a service plan.
    You can assign roles to users and groups using the ServiceNow AI Platform user administration features. For more information, see:

    The default view on customer contracts and entitlements in Customer Service Management workspace is Service Contract Workspace view. It can be changed by an administrator.