Auto-entitlement rules enable your organization to perform entitlements for Cases and Work Orders automatically when the cases or work orders meet your pre-defined qualification criteria. This saves significant time during call center interactions with customers and avoids errors caused by end users. Moreover, ServiceMax allows you to define multiple rules to meet the automatic entitlement needs of various groups within your organization.

One of the most significant benefits of deploying auto-entitlement rules is that customers are automatically entitled when they log cases from the ServiceMax customer portal. This enables your organization to take the corrective action on the Cases or Work Orders directly without having to spend time in customer interaction cycles.

To understand how the auto-entitlement rules are used dynamically, see Case Entitlement and Work Order Entitlement.