Siebel Field Service Guide > Agreements and Entitlements >

About Entitlements

Entitlements contain information about the level of service for a customer. An entitlement that is associated with a service call can result in adjustments to charges. For example, an important machine part is defective, and a field service engineer must fix the part. This repair requires 3 hours of the engineer's time. If you bill the engineer at a rate of $50 an hour, then the final charge for the customer is $150. However, if the customer has a service-level agreement with entitlements that apply to all time and material for that part, then the charge includes an additional charge adjustment to subtract the $150 leaving an outstanding balance of $0. Siebel Field Service can inform the customer of the charge adjustment and the reason for the adjustment.

An agreement can have many associated entitlements. One agreement typically encompasses several products or assets. Multiple service packages can apply to these products and assets. Each service package can then include different entitlements. Complex pieces of machinery can have many associated components. The service package associated with each product can then have different entitlements for the various components and labor.