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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Setting up the Customer Contracts and Entitlements application

# Setting up the Customer Contracts and Entitlements application {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure the features and components of Customer Contracts and Entitlements to enable a seamless, end-to-end service experience including after sales services for your customers.

As a user with the admin role, you can set up the Customer Contracts and Entitlements application to enable users to create entitlements and service contracts for users.  
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| Task | Description |
|-|-|
| [Create a characteristic](https://servicenow-prod.fluidtopics.net/RzYh_gO8Emvbb0~7SIY3jg "Create a characteristic that can be associated with an entitlement or service contract line.") | Create a characteristic to add to an entitlement. A characteristic refers to the specific attributes or properties that define the entitlement. |
| [Create a user](https://www.servicenow.com/docs/access?context=t_CreateAUser&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US) | Add a user to your instance to enable them to log in and use designated application features. After adding the user, you make them approver to review service contracts. |
| [Assign a role to a user](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=yokohama&pubname=yokohama-platform-administration&ft:locale=en-US) | Assign roles to users. Use this feature to grant the sn_customerservice_manager (CSM manager) role to a newly added user and authorize them to make an informed judgment to review a service contract. |
| [Create customer accounts](https://servicenow-prod.fluidtopics.net/XZifL2fg~bfQC9dOjLb7AA "An account is a supported external customer. Use the Customer Service Management application to create account records.") Note: On the Accounts form, to view the service contracts, remove the contract-related lists and configure the Service contracts related list. | Create an account and associate it to a service contract. |
| [Create a consumer record](https://servicenow-prod.fluidtopics.net/fGxF~Ta2VaRmP2MyWV_xbA "Consumer service agents and managers can create consumer records from the Customer Service Management application.") | Create a consumer record in Customer Service Management. A consumer can be associated with a service contract in the Customer Contracts and Entitlements application. |
| [Create a sold product](https://servicenow-prod.fluidtopics.net/dP2Ef9qqJnS7sDuZk3NJyQ "Create a sold product to track the products or services that are sold to an account or consumer.") | Create a record for a product that is sold to an account or a consumer. A sold product can be associated with multiple contracts. |
| [Create an install base item](https://servicenow-prod.fluidtopics.net/18DJkuvOH4zWZh3fUP9ETQ "Create an install base item in the Customer Service Management application that represents the instance of the product that has been configured for a customer. The install base item enables you to track all the purchases that were made by a customer.") | Create a record for an install base item that is sold to an account or a consumer. An install base item can be associated with multiple contracts. |
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