Associate a characteristic to a contract line

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Use characteristics to capture the coverage details for contract lines.

    Before you begin

    Role required: sn_customerservice_manager

    About this task

    A characteristic is a reusable data element that defines specific attributes or parameters of a service, such as scope or frequency. You can define a characteristic and use it in various entities like contract lines and entitlements. A service contract line can have multiple characteristics.

    Procedure

    1. Associate a characteristic to a contract line in the ServiceNow AI Platform interface or the CSM Configurable Workspace.
      InterfaceAction
      Platform interface Navigate to All > Customer Service > Contracts and Entitlements > Service Contracts.
      CSM Configurable Workspace
      • Navigate to All > Workspace Experience > Workspaces > CSM Configurable Workspace.
      • In the list view, navigate to Contracts and Entitlements > Service Contracts.
    2. Select the service contract that has the required contract line.
    3. From the Service Contract Lines related list, select the contract line that you want to add the characteristic to.
    4. From the Contract Line Characteristics related list, select New.
    5. On the form, fill in the fields.
      Table 1. Characteristic form
      Field Description
      Service contract line The name of the associated contract line.
      Type There is only one characteristic type, that is, coverage. It defines the coverage that you’re entitled to. For example, a 20% discount is provided each time that you use a repair service.
      Characteristic The coverage parameter for the service provided. For example, the number of checks.
      Characteristic option The predefined set of coverage values for the characteristic.
      Note:
      If the Characteristic option field has a definite value, the Value field becomes invalid.
      Value The value provided for the characteristic.
    6. Select Submit.
    7. Select Update on the Service Contract Line form to save the modifications on the contract line.
    8. Select Update on the Service Contract form to save the service contract.

    Associate a characteristic to an entitlement

    Use characteristics to capture the coverage details for the entitlements.

    Before you begin

    Role required: sn_customerservice_manager

    Procedure

    1. Navigate to the ServiceNow AI Platform interface or the CSM Configurable Workspace.
      InterfaceAction
      Platform interface Navigate to All > Customer Service > Contracts and Entitlements > Service Contracts > or Entitlements.
      CSM Configurable Workspace
      • Navigate to All > Workspace Experience > Workspaces > CSM Configurable Workspace.
      • In the list view, navigate to Contracts and Entitlements > Service Contracts > or Entitlements.
    2. Associate a characteristic to an entitlement.
      Add toProcedure
      Service Contracts
      1. Select the contract that has the entitlement that you want to associate the characteristic to.
      2. From the Service Contract Lines related list, select the contract line that has the entitlement.
      3. From the Entitlements related list, select the entitlement.
      Entitlements
      1. Navigate to All > Customer Service > Customer Contracts and Entitlements > Entitlements.
      2. Select the entitlement that you want to add the characteristic to.
    3. From the Characteristics related list, select New.
    4. On the form, fill in the fields.
      Table 2. Characteristic form
      Field Description
      Entitlement The name of the associated entitlement.
      Type Characteristic types:
      • Coverage: Defines the coverage that you’re entitled to. The usage isn't calculated.
      • Coverage and Usage: Defines the number of times that the service can be used and tracks the usage. For example, you’re given 3 free repairs. After the first repair, the Coverage remains at 3 and the Usage becomes 1.
      Characteristic The coverage parameter for the service provided. For example, the number of checks.
      Characteristic option The predefined set of coverage values for the characteristic.
      Note:
      If the Characteristic option field has a definite value, the Value field becomes invalid.
      Value The value provided for the characteristic.
    5. Select Submit.
    6. Select Update on the Entitlement form to save the modifications on the entitlement.