Entitlement form

  • Release version: Yokohama
  • Updated July 31, 2025
  • 1 minute to read

    • Entitlement form enables you to add the details to create account, consumer, or product.

    Table 1. Entitlements form
    Field Definition
    Name The nName of the entitlement.
    Product The p<roduct model that is associated with this entitlement.
    Account The nName of the account that is associated with this entitlement.
    Consumer NThe name of the consumer that is associated with this entitlement.
    Contract The cContract number that is associated with this entitlement.
    Asset The aAsset tag number or the serial number of the asset that is associated with this entitlement.
    Active Check this boxOption to enable the entitlement. Active entitlements are available for selection when creating a case.
    Channel One or more communication channels associated with this entitlement. Options include:
    • Alert
    • Community
    • ebonding
    • In person
    • Phone
    • Email
    • Web
    • Virtual Agent
    • Chat
    Business hours The sSchedule associated with this entitlement.
    Start date The sStart date for this entitlement.
    End date The eEnd date for this entitlement.
    Total Units TThe total number of units designated for this entitlement. This field is active if the Per unit check boxfield is enabled.
    Remaining Units The nNumber of available units that are remaining for this entitlement. This field is active if the Per unit check boxoption is enabled.
    This field is updated using business rules.
    • To use cases as the unit type, the Update case entitlement on Close business rule updates this field when a case for a product, asset, company, or contract that has an associated entitlement is closed.
    • To use hours as the unit type, customers must create a separate business rule. For example, create a rule that is applied to the amount of time an agent spends on a case. When a case is resolved, deduct the hours spent from the total service hours available in the entitlement.
    Unit The tType of unit being measured for this entitlement. Options are: Cases or Hours.
    Per unit Select this check boxOption to enable unit counters. If enabled, the Total Units and Remaining Units fields are activated.
    Install Base Item The install base item associated with the entitlement.
    Note:
    Configure the form layout to add the Install Base Item field.
    Sold Product The sold product associated with the entitlement.
    Note:
    Configure the form layout to add the Sold Product field.