Siebel Field Service Guide > Agreements >

Using Agreements and Entitlements


This section contains procedures for common agreement management tasks, such as creating agreements, entering line items, adding entitlements, and defining agreements.

To create new agreements

  1. Navigate to the Agreements screen.
  2. Create an agreement record.
  3. A new agreement record has, by default, Valid and Service checked, Status set to Current, and Type set to Service Level Agreement. Change these as needed.
  4. Enter values for the required fields.

To see the entitlements for an agreement

  1. Navigate to the Agreements screen.
  2. Select an agreement record.
  3. Click the Entitlements view tab.
  4. The Entitlements list shows the entitlements for this agreement. The start and end dates indicate whether the entitlement is active.

To verify agreements for a contact

  1. Navigate to the Contacts Screen.
  2. Select a contact.
  3. Click the Agreements view tab.
  4. The Agreements list shows the agreements for this contact.

To see products covered by agreements

  1. Navigate to the Agreements screen.
  2. Select an agreement record.
  3. Click the Entitlements view tab.
  4. Select an entitlement record.
  5. Click the Products subview tab.
  6. The Products list shows the products covered by the selected entitlement under the selected agreement.

  7. Repeat Step 4 and Step 5 for each entitlement in the list.

To associate primary contacts with an agreement

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. In the Account field, select an account to associate with the agreement.
  4. Click the Primary Contacts view tab.
  5. On the Primary Contacts form, the fields for the Legal Contact, Billing Contact, and Shipping Contact are automatically filled with the primary contact for the selected account.

  6. If you want to change a primary contact, click a Last Name field and select another contact.
  7. The list of available contacts is limited to the contacts that are associated with the selected account.

To generate an agreement document

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Documents view tab.
  4. To create a document record, click New.
    1. Enter a name for the document.
    2. From the Template drop-down list, select a document template.
    3. Click Save.
  5. Click Generate Draft.
  6. The system launches Microsoft Word or Lotus WordPro and displays a draft agreement.

To associate activity plans with an agreement

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Activity Plans view tab.
  4. Create an Activity Plan record.
  5. Select a template for the activity plan.
  6. Select Lock Assignment to prevent the Assignment Manager from assigning activities that are already in this activity plan.

To add activities to an agreement

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Activities view tab.
  4. Create an activity record.
    1. In the Start field, select the date and time for the activity.
    2. In the Type field, select the activity type.
    3. Enter values for other fields, as needed.

To add financial details for an agreement

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Financials view tab.
    1. Complete the Order # and Quote # fields.
    2. Enter values for other fields as needed.
    3. NOTE:  Some fields are calculated and filled in using data from the Line Items view and its subviews. For example, Terms = (Agreement End Date - Agreement Start Date) / 30, and Months Left = (Agreement End Date - Today) / 30.

To define terms and shipping information for agreements

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Terms & Totals view tab.
  4. Enter values for fields, as needed.

To add products sold under an agreement

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Line Items view tab.
  4. Add a new product record.
  5. Click the Line Detail subview tab, and then click the show more button to add additional information about the product.

To specify the product and asset combination for asset-based pricing

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Line Items view tab.
  4. Create a line item record.
  5. In the Product field, select a product, typically a service product to be priced with an asset.
  6. In the Asset # field, select an asset to be priced with the selected product.
  7. Enter values in the Price fields, which apply to the product, as needed.

To automatically generate invoices for agreements

To manually generate an invoice for an agreement line item

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Line Items view tab.
  4. Select a line item to invoice.
  5. Click the Invoices subview tab.
  6. Click New to create a new invoice for the selected agreement line item.
  7. In the invoice you created, click the Invoice # hyperlink.
  8. The Invoices screen appears with the invoice displayed.

  9. In the Line Items list, add invoice line items if required.
  10. From the application-level menu, choose View > Reports > Customer Invoice.
  11. Click Run Now.
  12. The Siebel Report Viewer appears.

  13. Click the print button.

To attach files to agreements

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Attachments view tab.
  4. Add an attachment record.
  5. In the Attachment Name field, select the file to attach and click Add.

To automatically create entitlements for an agreement line item

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Line Items view tab.
  4. Select a line item (product record).
  5. Click Entitle.
  6. The Entitle button automatically associates entitlements with the line item, based on the entitlement template associated with the product.

To manually add entitlements to an agreement

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Entitlements view tab.
  4. Add an entitlement record.
  5. The Name field shows an automatically assigned entitlement number.

  6. Change the Name field value to an identifiable name for the entitlement, as needed.
  7. In the Type field, select the entitlement type.
  8. Enter values in the Priority and Service Hours fields.

To manually associate accounts with entitlements

  1. Navigate to Site Map > Entitlements.
  2. Select an entitlement.
  3. Click the Accounts view tab.
  4. Add an account record.
  5. To provide complete coverage under the selected entitlement, select the All Contacts and All Products fields.

To manually associate contacts with entitlements

  1. Navigate to Site Map > Entitlements.
  2. Select an entitlement.
  3. Click the Contacts view tab.
  4. Add a contact record.
  5. To provide complete coverage under the selected entitlement, select the All Products field.
  6. Enter values for other fields, as needed.

To manually associate products and assets with entitlements

  1. Navigate to Site Map > Entitlements.
  2. Select an entitlement.
  3. Click the Products view tab.
  4. Add a product record.
  5. Do one of the following:

To manually associate preventive maintenance plans with entitlements

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Entitlements view tab.
  4. Select an entitlement.
  5. Click the Preventive Maintenance subview tab.
  6. In the drop-down list at the top of the Preventive Maintenance subview, make sure PM Plans is selected.
  7. Add a preventive maintenance plan record.
  8. In the Add Preventive Maintenance Plans dialog box, select a preventive maintenance plan and click Add.

To associate an entitlement with an order for contract-based order pricing

  1. Navigate to the Orders screen.
  2. Select an order.
  3. Click the show more button to see more fields.
  4. In the Entitlement field, select an entitlement.
  5. Click the Line Items view tab.
  6. Click Reprice All.
  7. The Reprice All button returns a price list for all line items and provides information on volume discounts.

To generate preventive maintenance actions for an agreement and entitlement

  1. Select a preventive maintenance plan record.
  2. Click Run PM.
  3. The system generates preventive maintenance actions for the selected agreement and entitlement based on the selected preventive maintenance plan.

To view preventive maintenance actions associated with a PM Plan

  1. Select a preventive maintenance plan record.
  2. From the drop-down list at the top of the Preventive Maintenance subview, select PM Actions.
  3. This read-only view shows the actions associated with the selected PM Plan.

To associate a service calendar with an entitlement

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Entitlements view tab.
  4. Select an entitlement.
  5. Click the Entitlement Details subview tab.
  6. In the Service Hours field, select a service calendar record.

To manually add performance measurements (metrics) for an entitlement

  1. Navigate to the Agreements screen.
  2. Select an agreement.
  3. Click the Entitlements view tab.
  4. Select an entitlement.
  5. Click the Metrics subview tab.
  6. Add a metrics record.
  7. Enter values in the Value, Units, Priority, and Service Hours fields, as needed.

To verify entitlements for a service request and select an entitlement

  1. Navigate to the Service screen.
  2. Select a service request.
  3. In the service request form, click Verify.
  4. 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.

  5. Select an entitlement record from the Pick Entitlement dialog box, and then click OK.
  6. Selecting an entitlement from the Pick Entitlement dialog box computes the Agent Committed time (see Service Requests Views) for the service request from the Service Calendar associated with this entitlement and from the Response Time specified in the entitlement metrics.

  7. In the service request form, click the show more button.
  8. The name of the selected entitlement appears in the Entitlement field.

To view the agreements for a contact

  1. Navigate to the Contacts screen.
  2. Select a contact.
  3. Click the Agreements view tab.
  4. The Agreements list shows the agreements for this contact.


 Siebel Field Service Guide 
 Published: 21 April 2003