---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create an entitlement

# Create an entitlement {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create an entitlement in the Customer Service Management application to view the existing
cases for an account, product, or service contract. Creating an entitlement helps you to
understand the level of support and the communication channels that an agent can
use.

## Before you begin

Role required: admin or sn_customerservice_manager

## About this task

Create an entitlement to define the type of support that a customer receives.

## Procedure

1. Open an install base item and from the related list, select Entitlements.
2. Select New.
3. On the form, fill in the fields.  
   For more information, see [Configure entitlements](https://servicenow-prod.fluidtopics.net/zPklIxi4NAEq8TYiuaxe9Q "An entitlement defines the type of support that a customer receives as well as the supported communication channels.") and [Create entitlements for CSM entities](https://servicenow-prod.fluidtopics.net/KPM8f2II9fKvS_B~Jr3j2g "Create an entitlement for a Customer Service Management entity such as an account, a consumer, or a product.").
4. Select Submit.