Customer service case entitlement calculation

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • When 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.

    These fields include:
    • Account
    • Consumer
    • Product
    • Asset
    • Contract
    • Case Channel
    If the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops) is active, the system also considers these fields:
    • Sold Product
    • Install Base
    Relative 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.
    Tabelle : 1. Weights assigned to different fields
    Field Weight/Precedence Assigned
    Account / Consumer 1
    Product 2
    Asset / Sold Product / Install Base item 3
    Contract 4

    The entitlement calculation uses the global.CSManagementUtils script and the getFirstEntitlement method.