Create an entitlement

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

    • Create an entitlement in the Customer Service Management application to view the existing cases for an account, product, or service contract. Creating an entitlement helps you to understand the level of support and the communication channels that an agent can use.

    Before you begin

    Role required: admin or sn_customerservice_manager

    About this task

    Create an entitlement to define the type of support that a customer receives.

    Procedure

    1. Open an install base item and from the related list, select Entitlements.
    2. Select New.
    3. On the form, fill in the fields.
      For more information, see Configure entitlements and Create entitlements for CSM entities.
    4. Select Submit.