{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":5658,"path":"customer-service-management/c_CreateAnEntitlement.md","title":"Create entitlements for CSM entities","bundle":null,"doc_type":null,"release":"australia","body":"\n# Create entitlements for CSM entities\n\nCreate an entitlement for a Customer Service Management entity such as an account, a consumer, or a product.\n\n## Before you begin\n\nRole required: sn\\_customerservice\\_manager or admin\n\n## Procedure\n\n1. Navigate to **All** > **Customer Service** > **Contracts** > **Entitlements**.\n\n You can also create an entitlement from the **Entitlements** related list on the Account and Contract forms.\n\n2. Click **New** at the top of the Entitlements list.\n\n3. Fill in the fields on the Entitlement form.\n\n\n
\n\nField\n\n\n\nDefinition\n\n
\n\nName\n\n\n\nThe name of the entitlement.\n\n
\n\nProduct\n\n\n\nThe product model associated with this entitlement.\n\n
\n\nAccount\n\n\n\nThe name of the account associated with this entitlement.\n\n
\n\nConsumer\n\n\n\nThe name of the consumer associated with this entitlement.\n\n
\n\nContract\n\n\n\nThe contract number associated with this entitlement .\n\n
\n\nAsset\n\n\n\nThe asset tag number or the serial number of the asset associated with this entitlement.\n\n
\n\nActive\n\n\n\nCheck this box to enable the entitlement. Active entitlements are available for selection when creating a new case.\n\n
\n\nChannel\n\n\n\nOne or more communication channels associated with this entitlement. - Email\n- Web\n- Phone\n- Chat\n\n\n
\n\nInstall Base Item\n\n\n\nThe install base item associated with the entitlement. Configure the form layout to add the **Install Base Item** field.**Note:** This field is only available if the Customer Service Install Base Management plugin \\(com.snc.install\\_base\\) is installed.\n\n
\n\nSold Product\n\n\n\nThe sold product associated with the entitlement. Configure the form layout to add the **Sold Product** field.**Note:** This field is only available if the Customer Service Install Base Management plugin \\(com.snc.install\\_base\\) is installed.\n\n
\n\nBusiness hours\n\n\n\nThe schedule associated with this entitlement.\n\n
\n\nStart date\n\n\n\nThe start date for this entitlement.\n\n
\n\nEnd date\n\n\n\nThe end date for this entitlement.\n\n
\n\nTotal Units\n\n\n\nThe total number of units designated for this entitlement. This field is active if the **Per unit** check box is enabled.\n\n
\n\nRemaining Units\n\n\n\nThe number of available units that are remaining for this entitlement. This field is active if the **Per unit** check box is enabled. This field is updated using business rules.\n\n- When using cases as the unit type, the **Update case entitlement on Close** business rule updates this field when a case for a product, asset, company, or contract that has an associated entitlement is closed.\n- To use hours as the unit type, customers must create a separate business rule. For example, create a rule that is applied to the amount of time an agent spends on a case. When a case is resolved, deduct the hours spent from the total service hours available in the entitlement.\n\n\n
\n\nUnit\n\n\n\nThe type of unit being measured for this entitlement: **Cases** or **Hours**.\n\n
\n\nPer unit\n\n\n\nSelect this check box to enable unit counters. If enabled, the **Total Units** and **Remaining Units** fields are activated.\n\n
4. Click **Submit**.\n\n\n"}}