---
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


---

# Customer service case entitlement calculation

# Customer service case entitlement calculation {#ariaid-title1}

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

When a customer service agent creates a case, the system uses a configurable method to
derive the entitlement based on several fields related to the case record.
These fields include:

* Account
* Consumer
* Product
* Asset
* Contract
* Case Channel
{#csm-case-entitlement-calculation__ul_ncr_jdn_mjb}  
If the Proactive Customer Service Operations plugin (com.snc.proactive_cs_ops) is active, the system also considers these fields:

* Sold Product
* Install Base
{#csm-case-entitlement-calculation__ul_txx_ndn_mjb}  
Relative weights are assigned to each field. Entitlements are calculated based on the weight and precedence. The entitlement with the highest score is assigned to the case. {#csm-case-entitlement-calculation__table_xws_tdn_mjb__entry__2}

| Field | Weight/Precedence Assigned |
|-|-|
| Account / Consumer | 1 |
| Product | 2 |
| Asset / Sold Product / Install Base item | 3 |
| Contract | 4 |
[Table 1. Weights assigned to different fields]

{#csm-case-entitlement-calculation__table_xws_tdn_mjb}

The entitlement calculation uses the global.CSManagementUtils script
and the getFirstEntitlement method.