---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure entitlements

# Configure entitlements {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

An entitlement defines the type of support that a customer receives as well as the
supported communication channels.

## Antes de Iniciar

Role required: sn_customerservice_manager or admin

## Por Que e Quando Desempenhar Esta Tarefa

You can associate an entitlement with a product, an asset, an account, or a contract.
An entitlement check is performed when a case is opened. This check takes into
consideration the existing cases for the specific account, product, asset, and
service contract. Entitlements can also have associated workflows that drive
recommended activities for a case.

Entitlements are counted on a per unit basis. The Unit field
on the Service Entitlement form defines the unit type, either cases or hours.

The Total Units field defines the total number of cases or
hours available for this entitlement and the Remaining Units
field tracks the number of units remaining. These counters are active if the
Per Unit field is enabled.  
The Remaining Units field is updated using business rules.

* 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.
* 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.
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Keep these guidelines in mind as you create entitlements.

* Product entitlements: when creating an entitlement for a product, select the product from the Product field and then select an account or a consumer.
* Asset entitlements: when creating an entitlement for an asset, select a company first and then the only assets that are shown are those belonging to that company.
* Contract entitlements: when creating an entitlement for a contract, select the contract and then the assets that are covered as a contract line item. The resulting contract entitlement is valid for the assets listed within that contract.
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## Procedimento

* Create entitlements for customer service entities
* Associate entitlements with customer service entities
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