---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Record the usage on the entitlement

# Record the usage on the entitlement {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Record the consumption or usages made out of the total characteristic quantities allotted for an entitlement.

## Before you begin

Role required: sn_customerservice_manager, sn_customerservice_agent, sn_customerservice.consumer_agent, or sn_bus_loc.svc_location_support_agent  
Note:  
Location support agent can access Customer contracts and Entitlements lists only in the seismic UI. For details on which entitlements, a user with sn_bus_loc.svc_location_support_agent role can edit entitlement usage, see [Location Support Agent](https://www.servicenow.com/docs/9B0~RHiTQN_y9FciAVFfhQ#configure-data-model-roles__entry-lsa-role).

## About this task

When an entitlement moves to the Active state, usage records are created. You can update the usage records on the basis of units or quantities used as and when the customer uses the services. For example, if a characteristic
includes 50 visits to the customer, then the Total units field displays 50 and the Used units field is updated after each visit. Managers can create and update usage records for an entitlement but agents can only update the
Used units field.

## Procedure

1. Navigate to the ServiceNow AI Platform interface or the CRM Workspace.

   | Interface | Action |
   | Platform interface | Navigate to AllCustomer ServiceContracts and EntitlementsCustomer Contracts. |
   | CRM Workspace | * Navigate to AllWorkspace ExperienceWorkspacesCRM Workspace. * In the list view, navigate to Contracts and EntitlementsEntitlements. {#record-usage-entitlement__ul_n1c_yvj_d1c} |
   |-|-|

   {#record-usage-entitlement__choicetable_m1c_yvj_d1c}
2. Record the usage on an entitlement.

   | From | Do this |
   | Customer Contracts | 1. Select the contract that has the entitlement that you want to track the usage on. 2. From the Customer Contract Lines related list, select the contract line that has the entitlement. 3. From the Entitlements related list, select the entitlement. 4. From the Entitlement Usages related list, open the usage record. {#record-usage-entitlement__ol_n5j_p4c_pzb} |
   | Entitlements | 1. Select the entitlement that you want to track the usage on. 2. From the Entitlement Usages related list, open the usage record. {#record-usage-entitlement__ol_rlx_t4c_pzb} |
   |-|-|

   {#record-usage-entitlement__choicetable_zqd_tnc_pzb}
3. On the Entitlement Usage form, fill in the Used units field.
4. Select Update.
5. On the Entitlement page, select Update to save the entitlement.  
   If you have used the Customer Contracts menu to record the usage, then select Update to save the contract line and then the customer contract.

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