Create an entitlement

---
title: Create an entitlement
description: Create an entitlement in the Customer Service Management application to view the existing cases for an account, product, or service contract. Creating an entitlement helps you to understand the level of support and the communication channels that an agent can use.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-entitlement.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Related list for an install base item, Create an install base item, Install base items, Configure install base, Configure product data, Product data, Set up your environment, Configure, Customer Service Management]
---

# Create an entitlement

Create an entitlement in the Customer Service Management application to view the existing cases for an account, product, or service contract. Creating an entitlement helps you to understand the level of support and the communication channels that an agent can use.

## Before you begin

Role required: admin or sn\_customerservice\_manager

## About this task

Create an entitlement to define the type of support that a customer receives.

## Procedure

1.  Open an install base item and from the related list, select **Entitlements**.

2.  Select **New**.

3.  On the form, fill in the fields.

    For more information, see [Configure entitlements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-csm-entitlements.md) and [Create entitlements for CSM entities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_CreateAnEntitlement.md).

4.  Select **Submit**.