---
title: Setting up the Customer Contracts and Entitlements application
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/set-up-post-sales-support.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Customer Contracts and Entitlements, Product data, Set up your environment, Configure, Customer Service Management]
---

# Setting up the Customer Contracts and Entitlements application

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 customer contracts for users.

<table id="table_pxs_xwx_gyb"><thead><tr><th>

Task

</th><th>

Description

</th></tr></thead><tbody><tr><td>

[Create a characteristic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-entitlement-template-characteristic.md)

</td><td>

Create a characteristic to add to an entitlement. A characteristic refers to the specific attributes or properties that define the entitlement.

</td></tr><tr><td>

[Create a user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_CreateAUser.md)

</td><td>

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 customer contracts.

</td></tr><tr><td>

[Assign a role to a user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_AssignARoleToAUser.md)

</td><td>

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 customer contract.

</td></tr><tr><td>

[Create customer accounts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/import-create-csm-accounts.md)**Note:** On the Accounts form, to view the customer contracts, remove the contract-related lists and configure the customer contracts related list.

</td><td>

Create an account and associate it to a customer contract.

</td></tr><tr><td>

[Create a consumer record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-a-consumer-record.md)

</td><td>

Create a consumer record in Customer Service Management. A consumer can be associated with a customer contract in the Customer Contracts and Entitlements application.

</td></tr><tr><td>

[Create a sold product](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-sold-item.md)

</td><td>

Create a record for a product that is sold to an account or a consumer. A sold product can be associated with multiple contracts.

</td></tr><tr><td>

[Create an install base item](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-install-base-item.md)

</td><td>

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.

</td></tr></tbody>
</table>