Bookshelf v8.0: Entitlement Templates View

Table 43. Selected Fields on the Entitlement Templates View
Item	Description
Account All Contacts	Indicates the entitlement should cover all contacts associated with the account. The effect is to select the All Contacts box in the Agreements screen > Entitlements view > Accounts subview.
Account All Products	Indicates all products associated with the account under this entitlement should be covered. The effect is to select the All Products box in Agreements screen > Entitlements view > Accounts subview.
Activity Override	Determines whether the rate and price lists specified for the entitlement override the rate and price lists for a service request. For contract-based invoicing, check this box.
Billable	Indicates one or more services provided by this entitlement are billable to the customer.
Contact All Products	Indicates the entitlement should automatically cover all products for the contact. The effect is to check the All Products box in the Agreements screen > Entitlements view > Contacts subview.
Include Contact	Indicates the entitlement should automatically cover the contact from the agreement header.
Initial Quantity	Number of services covered in the entitlement.
Service Hours	The hours of service that the entitlement covers. For example, the service package only covers 5 days a week between the hours of 9 A.M. to 5 P.M. The service hours influence the committed date time for responding to the service request. Service hours schedules can be added from the Administration - Service screen > Schedules view.
Units	Unit of measure for the initial quantity covered; for example, service requests.

Metrics Subview

In the Metrics subview, add performance requirements for the entitlement template; for example, response time. These metrics are usually associated with a corresponding service level agreement within an agreement. The agreement often indicates the target metrics for response time and resolution time. The response and resolution times are quite often associated with the priority of the service request.

For example, the response time value sets the Date Committed field on the service request. This metric indicates that the service organization has committed to responding to issues by a certain date and time. The resolution time value can be used interchangeably with response time. However, the two metrics do indicate different values to be tracked. The resolution time indicates the time by which the service organization has committed to resolve the issue.

Another example of a metric that can be set is the escalation time. This metric will set the Agent Escalation Time field (Service screen > Service Requests -HelpDesk view) on the service request. This metric indicates that if no action has occurred on the service request by the escalation time, an email should be sent to the manager warning that a key metric in a service level agreement is about to be broken. Such breaches of service agreements can have both financial and legal repercussions for a service department.

Additional metrics can be added for monitoring through the Administration - Service screen > Service Metrics view.

Preventive Maintenance Subview

In the Preventive Maintenance subview, add a record for each Preventive Maintenance plan included in the entitlement template. When selecting a plan from the Add Preventive Maintenance Plan dialog box, check the box in the second column to select a plan; selecting a record without checking this box fails to select one or more plans.

Service Details Subview

The Service Details subview defines each type of service covered by the entitlement and the billing terms for each service. Terms may include a fixed service charge and specific billable time, expenses, and parts. Table 44 describes some items on this view.

Table 44. Selected Items on the Service Details Subview
Item	Description
Expenses Billable	Indicates the service expenses under this entitlement are billable to the customer.
Parts Billable	Indicates the parts provided under this entitlement are billable to the customer.
Time Billable	Indicates time (labor) under this entitlement is billable to the customer.
Type	Defines the type of activity to which a Service Details record applies. This required value determines the other fields that appear in the Service Details view.

The subviews of Service Details define exceptions for time, expenses, and products. For example, if labor (time) is generally not billable, only the exceptions are billed. Conversely, if time is generally billable, the exceptions are not billed. You access these subviews by selecting from the drop-down list in the tab at the bottom of the screen.

Time Exceptions Subview

Time exceptions define the pricing of time associated with an activity type that is different than standard pricing. Time exceptions include a fixed service charge, discounts, and a limit on the billable amount.

NOTE: Exception records for time are associated with activity types and specific projects (specified in the Type field). For information about projects, see the chapter on project management in Siebel Professional Services Automation Guide.

Expense Exceptions Subview

Expense exceptions define pricing of expenses associated with an activity type that is different from standard pricing. Expense exceptions include a fixed service charge, discounts, and a limit on the billable amount.

Product Exceptions Subview

Product exceptions define pricing of products associated with an activity type that is different from standard service pricing. Product exceptions include discounts, markups, and overrides.

Products Subview

The Products subview defines specific products or assets covered by the entitlement. You can copy these products to an entitlement by selecting the Entitlement Template Products check box in the Entitlement Templates View.

Pricing Details Subview

The Pricing Details subview allows contract-based pricing for quotes and orders. Using this tab, you can discount products purchased under the agreement. This discounting is done so that when a product part becomes faulty and must be replaced under the agreement, the full list price does not have to be paid.

When creating a sales or service order, the user can select an entitlement which applies special pricing. Table 45 describes the items in this view.