Siebel Field Service Guide > Agreements > Process of Setting Up Entitlements >

Creating Entitlement Templates


Entitlement templates allow you to predefine entitlements and specify the type of service provided. An entitlement template specifies the default coverage for the accounts, contacts, preventive maintenance, billing, products, and pricing.

NOTE:  Entitlement templates are not limited to service products. They can also be used with sales products to allow entitlement-based pricing in quotes and orders. See Configuring Auto-Entitlement for Quotes and Orders for more information.

For example, an organization sells a range of products and their associated service products for after-sales service. A service product such as Bronze Service can be created as an entitlement template and associated with a service product with a price for the after-sales service package. The package can denote the availability of technical support, a preventive maintenance schedule and whether parts and labor are additional costs under the service package.

Using automated entitlement, (by clicking the Entitle button on the Agreements screen > Line Items view) the correct entitlements are automatically located from the entitlement templates which correspond to the service products in an agreement. For more information, see Line Items View and Products Subview.

This topic contains the following related procedures:

To create entitlement templates

  1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
  2. Create a new record and complete the fields as appropriate.

    The Name field displays an automatically assigned template number, which you should change to an identifiable name for the template, as needed.

    The check boxes automatically associate data with the new template. For a description of these check boxes, see Entitlement Templates View.

To define entitlement template metrics

  1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
  2. Select an entitlement template record and click the Metrics view tab.
  3. Create a new record and complete the fields as appropriate.

To define products covered in an entitlement template

  1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
  2. Select an entitlement template record and click the Products view tab.
  3. Create a new record and complete the fields as appropriate.

To define service billing details for entitlement templates

  1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
  2. Select an entitlement template record and click the Service Details view tab.
  3. Create a new record and complete the fields as appropriate.

To define special pricing for entitlement templates

  1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
  2. Select an entitlement template record and click the Pricing Details view tab.
  3. Create a new record and complete the fields as appropriate.

    For information about the role of Pricing Details records, see Pricing Details Subview.

To define preventive maintenance plans covered by entitlement templates

  1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
  2. Select an entitlement template record and click the Preventive Maintenance view tab.
  3. Create a new record and complete the fields as appropriate.

To define exceptions for a service activity

  1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
  2. Select an entitlement template record and click the Service Details view tab.
  3. Select a record.
  4. In the Time Exceptions subview, create a new record and complete the fields as appropriate.
  5. From the drop-down list at the top of the Time Exceptions list, select Expense Exceptions.
  6. Create a new record and complete the fields as appropriate.
  7. From the drop-down list at the top of the Expense Exceptions list, select Product Exceptions.
  8. Create a new record and complete the fields as appropriate.
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