Bookshelf v7.5: Entitlement Templates View

The Entitlement Templates view allows an administrator 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.

The Entitle button (see Line Items View) automatically finds the entitlement templates that correspond to products in an agreement (see Products Subview), and then creates the entitlements using the default values from the template. An administrator can then modify any of the values.

Table 42. Selected Items 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 check the All Contacts box in Agreements > Entitlements > Accounts.
Account All Products	Indicates all products associated with the account under this entitlement should be covered. The effect is to check the All Products box in Agreements >Entitlements >Accounts.
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 Agreements > Entitlements> Contacts.
Include Contact	Indicates the entitlement should automatically cover the contact from the agreement header.
Initial Quantity	Number of services covered in the entitlement.
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. Each requirement must be in a separate record.

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 43 describes some items on this view.

Table 43. Selected Items on the Service Details View
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, the Invoice Engine will only bill the exceptions. Conversely, if time is generally billable, the Invoice Engine does not bill the exceptions. 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 orders. When creating a sales or service order on the Orders screen, the user can select an entitlement which applies special pricing, defined on this view, to the Pricing Configurator. Table 44 describes the items in this view.

Table 44. Selected Items on the Pricing Details View
Item	Description
Type of Calculation	Type of price adjustment; for example, a discount or markup.
Adjustment Value	Amount of price adjustment described in the Type of Calculation field.