Create an entitlement

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

    • Create entitlements from service contract lines. Entitlements can also be generated from sold products in the Sales and Order Management workflow.

    Before you begin

    Role required: sn_customerservice_manager and sn_ind_tmt_orm.order_admin

    About this task

    The start and end dates of the entitlement can be modified such that they are always in the date range of the service contract and contract lines.

    When an entitlement with characteristics moves to the Active state, usage records are created. They are populated in the Entitlement usages related list. For more information on updating the usage records, see Record the usage on the entitlement.

    An entitlement can also be created from the Service Entitlements related list on the Accounts, Consumers, Households, Sold Products and Install Base Items pages.

    Procedure

    1. Create an entitlement in the platform interface in the Service Contracts or Entitlements page.
      PageAction
      Service Contracts
      1. Navigate to All > Customer Service > Contracts and Entitlements > Service Contracts.
      2. Select the service contract to which you want to add the contract line item to.
      3. From the Service Contract Lines related list, select the contract line.
      4. From the Entitlements related list, select New.
      Entitlements
      1. Navigate to All > Customer Service > Contracts and Entitlements > Entitlements.
      2. Select New.
    2. On the Entitlement form, fill in the fields.
      For a description of the field values, see Entitlement form.
    3. Select Submit.
      The entitlement is created and the state is assigned based on the start and end dates of the related service contract line.