Record the usage on the entitlement

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 and sn_customerservice.consumer_agent

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 CSM Configurable Workspace.

   Interface	Action
   Platform interface	Navigate to All > Customer Service > Contracts and Entitlements > Customer Contracts.
   CSM Configurable Workspace	Navigate to All > Workspace Experience > Workspaces > CSM Configurable Workspace. In the list view, navigate to Contracts and Entitlements > Entitlements.

2. Record the usage on an entitlement.

   From	Do this
   Customer Contracts	Select the contract that has the entitlement that you want to track the usage on. From the Customer Contract Lines related list, select the contract line that has the entitlement. From the Entitlements related list, select the entitlement. From the Entitlement Usages related list, open the usage record.
   Entitlements	Select the entitlement that you want to track the usage on. From the Entitlement Usages related list, open the usage record.

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.