--- sourceDocument: Brazil Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/order-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Customer Contracts and Entitlements # Customer Contracts and Entitlements {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Customer Contracts and Entitlements The Customer Contracts and Entitlements application within Customer Service Management (CSM) enables ServiceNow customers to standardize, organize, and manage the full lifecycle of customer contracts and entitlements directly from the CRM Workspace. This solution supports tracking contract details such as consumer information, products covered, contract terms, and contract lines that specify purchased products or services. It facilitates managing contract changes, scope modifications, cancellations, and helps ensure contract compliance through comprehensive workflows. Show full answer Show less ## Key Features * **Contract Lifecycle Management:** Generate, modify, renew, suspend, resume, and cancel contracts and entitlements efficiently using integrated workflows. * **Integration with Customer Data:** Establish relationships with sold products and install base items by linking contract and entitlement data to the common data model. * **Support for Complex Entitlements:** Implement account-based entitlements and service plans with varied coverage to meet diverse customer support needs. * **Subscription and Service Contracts:** Create and manage subscription, support, and maintenance contracts directly from product inventory records. * **Seamless Integration:** Connect product catalog management, order management, and contract management for streamlined service contract selling. * **Flexible Pricing:** View and apply Price Ramp details on contract lines to handle incremental pricing changes for recurring offerings, supporting scalable purchase adjustments. * **Contract Renewal Flexibility:** Support non-standard renewals including early, late, and short-term renewals to accommodate varied customer renewal scenarios. * **Contract Consolidation:** Merge multiple contracts for the same account into a single consolidated contract. * **Upsell and Downsell Capabilities:** Adjust contract quantities during the contract term to increase or decrease service levels. ## Key Outcomes * Customer service managers, order agents, and sales agents can efficiently manage contracts and entitlements within a unified workspace. * Improved contract compliance and visibility into customer agreements and entitlements. * Enhanced customer support through detailed and flexible contract terms and entitlement configurations. * Streamlined sales and order processes supporting comprehensive contract lifecycle activities from creation to renewal. * Ability to respond dynamically to customer needs with contract modifications, pricing adjustments, and contract consolidation. The Customer Contracts and Entitlements application for Customer Service Management (CSM) provides solution to standardize, organize, manage, and use customer contracts and entitlements. ## Customer Contracts and Entitlements overview {#exploring-post-sales-support__cf-exploring-parent-overview} You can use the Customer Contracts and Entitlements application to manage contracts from the initial offer to contract finalization, directly within the CRM Workspace. You can also manage customer contracts and entitlements life cycle changes, scope modifications, and cancellations. The application enables tracking of entitlements and improves contract compliance. A customer contract acts as an agreement between the customer and the organization. A contract includes the consumer or account details, the products covered, and the contract term. Contract lines store information related to the product or services purchased as a part of the contract. Contracts and entitlement workflows help in efficiently managing the complete life cycle of customer contracts and entitlements. The workflows in this application enable you to generate, modify, and renew contracts and entitlements. ## Customer Contracts and Entitlements benefits {#exploring-post-sales-support__cf-exploring-parent-benefits} {#exploring-post-sales-support__table_ajc_32w_mgc__entry__3} | Benefit | Feature | Users | |-|-|-| | View and manage contracts and entitlements in the Agent Workspace. | [Using Customer Contracts and Entitlements](https://www.servicenow.com/docs/1uLd~iVpaVyTlHjPMtvt3Q "Learn how consumers, managers, agents, and administrators use the Customer Contracts and Entitlements application to generate customer contracts and contract lines.") | Customer service manager, order agent | | Establish relationships with existing customer data, such as sold products and install base items, by adding the contract and entitlement data to the common data model. | [Add a sold product or install base item to a customer contract](https://www.servicenow.com/docs/deXjztRaC3n8cx2HbKf3gw "Add the sold products or the install base items covered to customer contracts, contract lines, or entitlements.") | Customer service manager | | Support customer needs by implementing capabilities ranging from account-based support entitlements to contracts that include service plans with complex entitlement coverage. | [Modifying an entitlement](https://www.servicenow.com/docs/VpFOYekMKLkIn8zwxT4cpQ "Modify an entitlement associated to an account so that you can update its existing configurations.") | Customer service manager, order agent, sales agent | | Customers can create contracts to manage subscription, support, and maintenance contracts. Customers can create these contracts from product inventory records and also manage these contracts by modifying, renewing, or canceling them. | [Creating and managing subscription contracts](https://www.servicenow.com/docs/8H17kVqMGnsknARwsGiyig "After a product offer is selected by the customer and the product is sold to the customer, this workflow creates contracts and entitlements based on the services associated with that sold product and the extra services that the customer has purchased.") | Customer service manager | | Integrates product catalog management, order management, and contract management to deliver a seamless capability to support selling of service contracts and entitlements. | [Integration with Customer Service Management modules](https://www.servicenow.com/docs/YoRsPRIojdrbm0TlQgsZ1A "Configure the features and components of Customer Contracts and Entitlements to enable a seamless, end-to-end service experience including after sales services for your customers.") | Customer service manager | | Manage changes in contracts and entitlements. If the customer wants to modify contracts such as changes in coverage or other specific terms, these changes can be managed using order management. You can also suspend, resume, and cancel them based on your requirement. | [Modifying Contracts and Entitlements](https://www.servicenow.com/docs/Q8_D7KSH_ESZ0qr~_7d1og "Modify a customer contract so that you can update its existing configurations.") | Customer service manager, order agent, sales agent | | Enables the complete end-to-end sales and order management process to generate new customer contracts and entitlements. | [Generating new customer contracts and entitlements](https://www.servicenow.com/docs/6G8OLU44a4aX9O8rvZc00A "Learn how contracts and entitlements using workflows enable you to create and manage customer contracts, customer contract lines, and entitlements.") | Customer service manager, order agent, sales agent | | View the Price Ramp details on the contract line, that are applied to quote line items to define incremental price changes for recurring product offerings. This enables customers to scale their purchases during the contract or subscription term by adjusting the pricing. | [Using Contracts and Entitlements Workflows](https://www.servicenow.com/docs/6G8OLU44a4aX9O8rvZc00A "Learn how contracts and entitlements using workflows enable you to create and manage customer contracts, customer contract lines, and entitlements.") | Customer service manager, order agent, sales agent | | Enables non-standard renewals of contracts outside of the renewal cycle. This covers three scenarios: an early renewal, a late renewal, and a short-term renewal. | [Renew a customer contract line](https://www.servicenow.com/docs/jFoFXfgv4XOIP4RSu1Q4Tw "Renew a customer contract line on the CRM Workspace. You can renew the services specified in the customer contract line and its associated child customer contract lines and entitlements.") | Customer service manager, order agent, sales agent | | Enables consolidation of contracts where customers can merge multiple contracts for the same account into a single contract. | [Renew a customer contract line](https://www.servicenow.com/docs/jFoFXfgv4XOIP4RSu1Q4Tw "Renew a customer contract line on the CRM Workspace. You can renew the services specified in the customer contract line and its associated child customer contract lines and entitlements.") | Customer service manager, order agent, sales agent | | You can add or reduce the quantity to an existing contract during its term. | [Upsell or Downsell a customer contract line](https://www.servicenow.com/docs/GbJRn2WdzF8Rj95Ru0cEXQ "Upsell or downsell a customer contract line on the CRM Workspace. You can reduce or increase the quantities of the products specified in the customer contract line.") | Customer service manager, order agent | [Table 1. Customer Contracts and Entitlements benefits] {#exploring-post-sales-support__table_ajc_32w_mgc} ## What to explore next {#exploring-post-sales-support__section_hld_dkf_zfc} To learn more about configuring and using Customer Contracts and Entitlements, see: * [Configure Customer Contracts and Entitlements](https://www.servicenow.com/docs/P3VAouotQIPWZkY2Cj27eA "Use the Customer Contracts and Entitlements application to configure and display customer contracts and entitlements.") * [Using Customer Contracts and Entitlements](https://www.servicenow.com/docs/1uLd~iVpaVyTlHjPMtvt3Q "Learn how consumers, managers, agents, and administrators use the Customer Contracts and Entitlements application to generate customer contracts and contract lines.") {#exploring-post-sales-support__ul_ild_dkf_zfc}