Customer service case entitlement calculation

Release version: Australia

Updated March 12, 2026

1 minute to read

When a customer service agent creates a case, the system uses a configurable method to derive the entitlement based on several fields related to the case record.

These fields include:

Account
Consumer
Product
Asset
Contract
Case Channel

If the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops) is active, the system also considers these fields:

Sold Product
Install Base

Relative weights are assigned to each field. Entitlements are calculated based on the weight and precedence. The entitlement with the highest score is assigned to the case.

Table 1. Weights assigned to different fields
Field	Weight/Precedence Assigned
Account / Consumer	1
Product	2
Asset / Sold Product / Install Base item	3
Contract	4

The entitlement calculation uses the global.CSManagementUtils script and the getFirstEntitlement method.