---
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


---

# Record the usage on the entitlement

# Record the usage on the entitlement {#ariaid-title1}

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

Record the consumption or usages made out of the total characteristic quantities allotted for an entitlement.

## Before you begin

Role required: sn_customerservice_manager, sn_customerservice_agent and sn_customerservice.consumer_agent

## About this task

When an entitlement moves to the Active state, usage records are created. You can update the usage records on the basis of units or quantities used as and when the customer uses the services. For example, if a characteristic
includes 50 visits to the customer, then the Total units field displays 50 and the Used units field is updated after each visit. Managers can create and update usage records for an entitlement but agents can only update the
Used units field.

## Procedure

1. Navigate to the ServiceNow AI Platform interface or the CSM Configurable Workspace.

   | Interface | Action |
   | Platform interface | Navigate to AllCustomer ServiceContracts and EntitlementsService Contracts. |
   | CSM Configurable Workspace | * Navigate to AllWorkspace ExperienceWorkspacesCSM Configurable Workspace. * In the list view, navigate to Contracts and EntitlementsEntitlements. {#record-usage-entitlement__ul_n1c_yvj_d1c} |
   |-|-|

   {#record-usage-entitlement__choicetable_m1c_yvj_d1c}
2. Record the usage on an entitlement.

   | From | Do this |
   | Service Contracts | 1. Select the contract that has the entitlement that you want to track the usage on. 2. From the Service Contract Lines related list, select the contract line that has the entitlement. 3. From the Entitlements related list, select the entitlement. 4. From the Entitlement Usages related list, open the usage record. {#record-usage-entitlement__ol_n5j_p4c_pzb} |
   | Entitlements | 1. Select the entitlement that you want to track the usage on. 2. From the Entitlement Usages related list, open the usage record. {#record-usage-entitlement__ol_rlx_t4c_pzb} |
   |-|-|

   {#record-usage-entitlement__choicetable_zqd_tnc_pzb}
3. On the Entitlement Usage form, fill in the Used units field.
4. Select Update.
5. On the Entitlement page, select Update to save the entitlement.  
   If you have used the Service Contracts menu to record the usage, then select Update to save the contract line and then the service contract.

*[\>]: and then