---
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


---

# Record the usage on the entitlement

# Record the usage on the entitlement {#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

Record the consumption or usages made out of the total characteristic quantities allotted for an entitlement.

## Antes de Iniciar

Role required: sn_customerservice_manager, sn_customerservice_agent and sn_customerservice.consumer_agent

## Por Que e Quando Desempenhar Esta Tarefa

When an entitlement moves to the Active state, usage records are created. You can update the usage records on the basis of units or quantities used as and when the customer uses the services. For example, if a characteristic
includes 50 visits to the customer, then the Total units field displays 50 and the Used units field is updated after each visit. Managers can create and update usage records for an entitlement but agents can only update the
Used units field.

## Procedimento

1. Navigate to the ServiceNow AI Platform interface or the CSM Configurable Workspace.

   | Interface | Action |
   | Platform interface | Navigate to AllCustomer ServiceContracts and EntitlementsCustomer Contracts. |
   | CSM Configurable Workspace | * Navigate to AllWorkspace ExperienceWorkspacesCSM Configurable Workspace. * In the list view, navigate to Contracts and EntitlementsEntitlements. {#record-usage-entitlement__ul_n1c_yvj_d1c} |
   |-|-|

   {#record-usage-entitlement__choicetable_m1c_yvj_d1c}
2. Record the usage on an entitlement.

   | From | Do this |
   | Customer Contracts | 1. Select the contract that has the entitlement that you want to track the usage on. 2. From the Customer Contract Lines related list, select the contract line that has the entitlement. 3. From the Entitlements related list, select the entitlement. 4. From the Entitlement Usages related list, open the usage record. {#record-usage-entitlement__ol_n5j_p4c_pzb} |
   | Entitlements | 1. Select the entitlement that you want to track the usage on. 2. From the Entitlement Usages related list, open the usage record. {#record-usage-entitlement__ol_rlx_t4c_pzb} |
   |-|-|

   {#record-usage-entitlement__choicetable_zqd_tnc_pzb}
3. On the Entitlement Usage form, fill in the Used units field.
4. Select Update.
5. On the Entitlement page, select Update to save the entitlement.  
   If you have used the Customer Contracts menu to record the usage, then select Update to save the contract line and then the customer contract.