Learn how consumers, managers, agents, and administrators use the Customer Contracts and Entitlements application to generate service contracts and contract lines to work on the services.

Service contracts, contract line items, and entitlements can be created in the following ways:

• Manually: You can create a service contract, contract line items, and entitlements manually in the CSM Configurable Workspace or the ServiceNow AI Platform interface. For more information, see Create a service contract, Create a service contract line, and Create an entitlement.
• Via workflows: You can create a Customer Contracts and Entitlements by using the Sales and Order Management workflow. For more information, see Contracts and Entitlement Workflows.
  Note:

  When a contract line item or entitlement is created via the Sales and Order Management workflow, the account/consumer/household details are copied from the sold product and it inherits the state of the sold product. Further, when the state of the contract line changes, the same state is synced back to the parent sold product.
• Via API integrations:
  • Service Contract API
  • Entitlement API