Siebel Field Service Guide > Agreements > Process of Creating Entitlements >

Adding Service Request Information to Entitlements

To allow service requests to be carried out in accordance with customer expectations, you must associate a service calendar with an entitlement. Performance measurements should also be added to make sure that the response time is appropriate.

To associate a service calendar with an entitlement

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for a selected agreement record and click the Entitlements view tab.
3. Select an entitlement and scroll down to the Entitlement Details form.
4. In the Service Hours field, enter a service calendar record.

To manually add performance measurements (metrics) for an entitlement

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for a selected agreement record and click the Entitlements view tab.
3. Select an entitlement and click the Metrics view tab.
4. Create a new record and complete the fields as appropriate.

   TIP:   The calculation of the Agent Committed Time for a Service Request takes, as input, a response time according to the service request priority. By defining a series of different response times and priority levels, the Agent Committed Time can adjust according to the service request priority. To do this, add several metrics records of the Response Time type. For each response time record, choose a different Priority value. Then enter values in the other fields that make sense for the corresponding priority. For example, you might enter one hour for priority 1-ASAP, four hours for priority 2-High, and so on. Now, when the Agent Committed Time is calculated, the resulting time correlates to the service request priority.

To verify entitlements for a service request and select an entitlement

1. Navigate to the Service screen > Service Request List view.
2. Select a service request, and then in the service request form, click Verify.

   The Pick Entitlement dialog box appears, with a list of the active entitlements for this service request. If no entitlements appear, the selected service request is not entitled to receive service.

3. Select an entitlement record from the Pick Entitlement dialog box, and then click OK.

   Selecting an entitlement from the Pick Entitlement dialog box computes the Agent Committed time for the service request from the Service Calendar associated with this entitlement and from the Response Time specified in the entitlement metrics. The name of the selected entitlement appears in the Entitlement field. For more information, see Service Requests Views.