{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":6198,"path":"customer-service-management/csm-case-entitlement-calculation.md","title":"Customer service case entitlement calculation","bundle":null,"doc_type":null,"release":"australia","body":"\n# Customer service case entitlement calculation\n\nWhen 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.\n\nThese fields include:\n\n-   Account\n-   Consumer\n-   Product\n-   Asset\n-   Contract\n-   Case Channel\n\nIf the Proactive Customer Service Operations plugin \\(com.snc.proactive\\_cs\\_ops\\) is active, the system also considers these fields:\n\n-   Sold Product\n-   Install Base\n\nRelative 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.\n\n|Field|Weight/Precedence Assigned|\n|-----|--------------------------|\n|Account / Consumer|1|\n|Product|2|\n|Asset / Sold Product / Install Base item|3|\n|Contract|4|\n\nThe entitlement calculation uses the **global.CSManagementUtils** script and the **getFirstEntitlement** method.\n\n"}}