---
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 customer criteria for a service definition

# Configure customer criteria for a service definition {#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

After creating a service definition, configure customer-specific criteria to determine which customers are eligible for that service.

## Antes de Iniciar

Role required: sn_csm_case_types.service_definition_manager, sn_csm_case_types.service_definition_admin, or admin

## Por Que e Quando Desempenhar Esta Tarefa

You can associate customer-specific criteria such as location, customer level, or related entities with a service definition that determine which customers are eligible to receive that service.

For example, you can configure customer criteria for service definitions like Free Delivery or Free Installation so that only customers who are loyalty members are eligible to receive these services.

You can associate several criteria, or conditions, with a single service definition. Customers need to match only one of these conditions to have access to the service.

## Procedimento

1. Navigate to AllCustomer ServiceAdministrationService Definitions.
2. Select a service definition.
3. In the Service Definition Customer Criteria related list, select New.  
   The system displays a new Service Definition Customer Criteria record. The Service definition field is auto-filled with the name of the selected service definition.
4. In the Customer criteria field, select a customer criteria record.  
   These records are stored in the Entity Criteria \[sn_req_criteria_customer_condition\] table.

   You can also create a customer criteria record by selecting New on the Entity Criteria pop-up window
   and filling in the fields on the Entity Criteria form.

   For more information, see [Create entity criteria](https://servicenow-prod.fluidtopics.net/78KMtYGqkMjX9dbyoYPqZA "Create an entity criteria record to define customer-based conditions, either for selected accounts (B2B) or consumers (B2C). These criteria can be applied to filter which customers are eligible for specific services.").
5. Enable the Active check box.
6. Select Submit.
{#configure-customer-criteria-for-a-service-definition__steps_tjw_1fq_rfc}