The Customer Contracts and Entitlements application for Customer Service Management (CSM) provides solution to standardize, organize, manage, and use service contracts and entitlements.

You can use the Customer Contracts and Entitlements application to manage contracts from the initial offer to contract finalization, directly within the CSM Configurable Workspace. You can also manage service contracts and entitlements life cycle changes, scope modifications, and cancellations. The application enables tracking of entitlements and improve contract compliance.

A service contract acts as an agreement between the customer and the organization. A contract includes the consumer or account details, the products covered, and the period for contract activation. Service contract lines store information related to a service or contract offer that is purchased or owned.

Within each contract, entitlements can be defined to detail the specific commitments related to the contract. You can also create independent entitlements that define the type and level of support that a customer receives after a product is purchased. Sold Products eligible to be serviced under a service contract or entitlement can be added as covered products.

Key features of Customer Contracts and Entitlements

Customer Contracts and Entitlements is built on these key features that helps maintain the after-sales services provided to customers.

• View, utilize, and manage contracts and entitlements in the ServiceNow Agent Workspace.
• Manage the life cycle of customer service contracts and entitlements from offer creation to contract generation.
• Establish relationships with existing customer data, such as sold products and install base items, by adding the contract and entitlement data to the common data model.
• Support customer needs by implementing capabilities ranging from account-based support entitlements to contracts that include service plans with complex entitlement coverage.