Setting Up and Managing Agreements and Warranties

This chapter lists common elements, provides overviews of agreements and warranties, agreement pricing, how agreements and entitlements are used in PeopleSoft Order Capture, and discusses how to:

• Define service levels.

• Define entitlements.

• Define entitlement plans.

• Define agreement templates.

• Define agreements.

• Define warranties.

• Generate sales leads for agreement renewal.

Understanding Agreements and Warranties

This section lists common elements and discusses:

• Agreements and warranties.

• Default agreements.

Common Elements Used in This Chapter

Agreements and Warranties

In PeopleSoft CRM, agreements reflect service or support contracts. Warranties define the coverage that is offered for a particular item that is installed at a customer's site. Both warranties and agreements define the services or support that the customer is entitled to and the duration of the contract.

• Agreements:

  Agreements also define the price of services or support offerings that are covered by the agreement, and the price of the agreement itself.

  You may associate an agreement or agreement template with multiple products; however, if you have an integration to PeopleSoft Contracts that you activated on the Installation Options – Billing and Pricing Options page, you can only have one product per agreement or agreement template line. If you are not using the Contracts Integration feature, the save-edit check is disabled and you can enter multiple rows of data in the Product grid of the agreement line.

  You can define three types of agreements:

  • PeopleSoft Field Service

    In a field service agreement, you specify what products in which customer sites are entitled to the service that is selected in each agreement line. An agreement can have one or multiple agreement lines, each of which also contains pricing and entitlement information. Each site on an agreement is assigned a site identification number (SIN) to identify whether a service can be performed at a particular location.

  • PeopleSoft Support

    Support agreements reference products on agreement lines. Similar to field service agreements, support agreements define customer sites that are entitled to support offerings. Support agreements can also define which people can contact your call center agents for support. Each named caller that is listed on an agreement is assigned a personal identification number (PIN) to identify the person as a valid caller when that person calls for support. You can define a support agreement for sites or for named callers, but you cannot define an agreement that includes lines for both sites and named callers.

  • PeopleSoft HelpDesk

    Help desk agreements represent an agreed upon level of service that an organization provides to its employees. Service level agreements define the response and restore times that the help desk will try to meet while responding to requests for service from employees. In addition to response and restore times, help desk agreements can define employees, products, installed products, priorities, sources of contact (phone, email, fax, and so on), departments, locations, and roles. Help desk agreements give agents the ability to associate an agreement line to a help desk case. Help desk agreements search against employee, products, installed products, plus other criteria such as case priority. An agreement can have one or multiple agreement lines, each of which also contains products, entitlements, and the various components that apply to the entitlements (role, department, priority, and so on).

• Warranties:

  You define the duration of the warranty and the entitlements that are owed to customers with covered products. You can associate warranties with items on the Item Definition page. For specific items that are installed at a customer's site, you can activate the warranty on the customer's installed product by using the Installed Product component.

  Note. Warranties are not listed for PeopleSoft HelpDesk agreement search results.

When searching for a customer's entitlements for a case or a service order that references an installed product, the CRM system matches agreements and warranties based on response time — either ascending or descending depending on setup option in Agreement Search Configuration page.

This diagram shows the data model for agreements and shows the relationship between agreements and warranties:

Agreement data model

See Also

Performing Entitlement Searches for Cases and Service Orders

Default Agreements

PeopleSoft CRM enables you to create two types of default service level agreements:

• Non-customer specific agreements:

  These types of agreements do not have any specific customers associated with them. They apply to all customers. For example, assume you create an agreement for a specific customer called ABC Enterprises and then create another agreement that is non-customer specific. Both of these agreements would potentially apply to a case that is opened for ABC Enterprises.

  Only the non-customer agreement would apply to a case opened for another customer. The non-customer specific agreement may have agreement lines that specify a particular service or a service and product combination (for use in PeopleSoft Integrated FieldService). They may also specify lines for a particular product or list of products (for use in PeopleSoft Support) or specify levels of support that apply as default levels regardless of the service or product on the case.

  Because they apply to all services and all products, these lines would not have a specific service or product associated with them. A non-customer specific agreement cannot have pricing data associated with it, except you can write-in values of free for prepaid quantities.

  The user may enter a number in the Prepaid Quantity field and select a value (case, service order, or hour) in the Prepaid Unit field, both of which would define the number of free units (either cases, service orders, or hours) that are associated with that agreement. The idea is that the user gets a certain quota of free services automatically with the default agreement as represented in the Prepaid Quantity and Prepaid Units fields.

  You must define non-customer specific agreements with the agreement category of External – No Pricing.

• Customer-specific agreement.

  These agreements contain agreement lines with no product and no service and are only valid for agreements with the External - No Pricing agreement type. An agreement that lists a specific customer may also contain default lines with no service and no product. These agreements are meant to apply to all cases and service orders, regardless of the service or product value of the case or service order. This means that a default agreement line with associated service level entitlements can be associated for a particular high-value customer to cover all its cases, perhaps at a higher service level than provided for in a non-customer specific agreement default line. A default line on a customer-based agreement that has no product and no service cannot be priced.

  Note. Only customer-specific agreements are shown on the agreement section of the 360-Degree search page for a particular customer.

Understanding Agreement Pricing

This section discusses:

• Pricing record retrieval.

• Line price calculations.

• Total price calculations.

• Price recalculations.

• Uncoupling service pricing from an agreement.

Note. You can use PeopleSoft CRM to calculate agreement prices. In PeopleSoft Support, agents can accept payment by credit card at the time of the transaction regardless of whether an agreement is associated with the support case.

Pricing Record Retrieval

The CRM system can retrieve five types of pricing records for the agreement line: agreement, agreement service, agreement case, on demand service, and on demand case.

Agreement pricing records define the fee that is paid for a specific service or support offering. The agreement price is paid when the agreement is issued to or signed by the customer. Agreement service pricing records define what the customer pays when the work that is associated with the service or support offering on the agreement is performed—that is, the price paid per transaction that is covered by a line item in the agreement. Likewise, agreement case pricing defines the amount payable by the customer for logging a case.

The CRM system only retrieves pricing records that are defined for the currency that is specified when you define the agreement. You cannot change the currency unless you clear the defined line pricing values.

For field service agreements, you define pricing records for a service or a service and product combination. When you create a line for a field service agreement, you can retrieve the price for the agreement. When you specify a prepaid purchase option, you must specify the prepaid quantity. The rate on the agreement pricing record that matches the criteria that you enter is used to calculate the base line price for the agreement line.

The rate for the agreement service pricing record that matches your criteria becomes the transaction price for work that is covered by the agreement line.

For support agreements, the functionality is similar. You can create agreement pricing and agreement case pricing records that define support rates for specific products. When you create a support agreement, the same logic (used in field service agreements) is also used in support agreement to retrieve base line price.

See Also

Defining Pricing Information for Services and Support Offerings

Line Price Calculations

This section describes line pricing calculations in detail.

Entitlement Adjustment

The CRM system adjusts the base line price or prepaid rate that is retrieved from the pricing record to account for uplifts and discounts that are associated with the entitlements on the agreement line. The uplift and discount percentage values are totaled and applied to the base line price using this formula:

Entitlement Adjusted Base Line Price = Base Line Price x (1 + (sum of entitlement discount and uplift percentage values))

For example, the CRM system returns a base line price of 100 USD for an agreement line with three entitlements. The first entitlement has an uplift of 10 percent, the second an uplift of 15 percent, and the third a discount of 5 percent. The entitlement-adjusted base line price is calculated as:

Entitlement Adjusted Base Line Price = 100 USD x (1 + (0.1 + 0.15 - 0.05)) = 100 USD x 1.2 = 120 USD

Installed Product Quantity

When the agreement purchase option is flat, the entitlement-adjusted price on the agreement line applies to each installed product that is covered by the agreement line. The applicable installed products are listed on the Agreement Line page. To determine the installed product quantity, the CRM system adds the values in the quantity field of each referenced installed product.

Flat Purchase Pricing Calculation

To calculate the final line price on an agreement line that uses a flat purchase option, PeopleSoft CRM:

1. Calculates the base line price by adjusting the rate on the agreement pricing record for the number of installed products and agreement duration.

   For example, if the pricing record rate is $20 per year per installed product, the agreement line duration is two years, and there are three installed products, the base line price is $20 x 2 x 3 = $120.

2. Adjusts the base price for entitlement adjustments.

3. Applies any manual adjustments.

   Manual adjustments are either expressed as a percentage or as a dollar amount.

This formula is used:

Final Line Price (for flat rates) = Base Line Price x Entitlement Adjustment + Manual dollar amount adjustment or x Manual percentage adjustment

Prepaid Purchase Pricing Calculation

To calculate the final line price on an agreement line that uses a prepaid purchase option, the CRM system calculates the entitlement adjustment for the line and applies it to the base line price. The prepaid rate does not vary with the duration of the agreement, so there is no need to adjust the base line price to account for agreement duration. The final line price is calculated as:

Final Line Price (for prepaid rates) = Prepaid Rate x Prepaid Quantity x Entitlement Adjustment

Any manual adjustments that exist for the line are also applied to the final line price.

Total Price Calculations

The total price is calculated by adding the final line prices on the associated agreement lines. Additionally, a final uplift or discount percentages can be applied to the base price of the agreement. For example, if the CRM system calculates a base price of 2,000 USD for the agreement and you have entered a discount of 10 percent, the CRM system calculates a total price of 1,800 USD for the agreement.

Price Recalculations

If you modify the entitlements on an agreement line, change the installed product quantity for an agreement line, or update the start and end dates of the agreement line after agreement line pricing has been calculated, the change you made is not automatically reflected in the final line price, though edit messages issued when the user saves a changed agreement will prompt the user to have the system update the price or leave the price unchanged.

In other words, if the values of the variables (for example, entitlement adjustment and agreement duration) that are used to calculate the current final line prices do not match the ones that are captured for the new calculation, the price of the agreement is no longer accurate. You can then recalculate the final price for the agreement lines as needed and update the total agreement price for the agreement.

Uncoupling Service Pricing from an Agreement

PeopleSoft CRM enables you to uncouple service pricing from an agreement for PeopleSoft Support and PeopleSoft Integrated FieldService. This enables you to define prepaid agreement with zero pricing, without having to set up service pricing first.

In addition to the External and Internal agreement categories, there is an agreement category called External – No Pricing. This category enables you to set up prepaid agreements without pricing. To create a flat zero dollar agreement, you can use either the External or External – No Pricing agreement category.

PeopleSoft CRM, however, recommends using the External – No Pricing agreement category, as the system bypasses the pricing logic and does not display a pricing warning message. This enables you to create an unlimited number of cases or service orders. To create a prepaid agreement with no pricing, use the External – No Pricing category. The system hides the Order Capture Created check box in the agreement header, but you can still define prepaid purchase options.

By having the Prepaid Quantity field on the agreement header level, it enables you to have a pool of prepaid quantities per agreement across agreement lines. The system displays the prepaid fields only when the category is External – No Pricing.

Once a prepaid agreement is active and used on a case or service order, changing the prepaid quantity will not do anything. The system sets the Prepaid section to read only after the agreement has been used by the case or service order, when the remaining quantity is less than the prepaid quantity. When the agreement is renewed, the system uses the same prepaid quantity, remaining quantity, and prepaid total as the old line.

The Product grid displays the prepaid purchase option defined for each product. The prepaid option at the agreement header level and the Product grid level cannot coexist, however. You need to either define the total pool of prepaid purchase options for the whole agreement or the prepaid purchase options per product.

In addition, you can define the prepaid option on the line level for service-related agreements. For service-related agreements, the prepaid option can only be specified on the agreement header, line level, or product level. For support-related agreements, you can only specify the prepaid option on the agreement header or the product level. The prepaid option on the line level doesn’t apply to support-related agreements, it only applies to service-related agreements.

Understanding Ordering and Service Management of Agreements

PeopleSoft Order Capture and Order Capture Self Service support the ordering of service agreements. Like any standard product or package, a service agreement can be added directly to an order by a customer service representative (CSR). Or, it can be added as a cross-sell or up-sell opportunity of an existing product in the order—a way to boost company sales.

Cross-sell of Agreements in Orders

The CRM product model provides the framework for establishing relationships between products and service agreements, which is the an important step for setting up cross-sell or up-sell offerings. You can associate a service agreement with one or more products using the Product Relationships component. When one of these products is added to an order, its associated service agreement appears on the order as well as a cross-sell or up-sell opportunity.

This screenshot shows an order of a phone product (Nokia 3360), and this phone product is associated with a service agreement (PHONEREPLACEMENTPLAN) as displayed on the Cross/Up Sell Opportunities section:

PeopleSoft provides the ability to associate a product with a service agreement, associate multiple products with the same service agreement, and drive the up-sell offering of agreements when purchasing other products.

Note. If an agreement template is set to be available for ordering, a corresponding product definition will be created automatically for ordering purposes when the template is saved.

For agreement templates that are available for ordering, or if the integration to PeopleSoft Contracts is enabled in your system, you can only specify one product and one service in each agreement template line. If an agreement template contains multiple lines with services that are applicable to the same product (for example, phone line repair service and phone line maintenance service for product ID 12000, and you order the service agreement product that was created for that agreement template, you're purchasing all services that are available to the product in the template.

Pricing of Agreements in Orders

Pricing of a service agreement product is dynamic in that it depends upon which products are being covered on the order by the agreement. A CSR can add additional customer-purchased products to be covered by the agreement product by referencing the customer's installed products to the agreement product order line. This functionality is not extended to self-service users.

Note. The Order Capture applications limit the purchase of one agreement per standard product ordered. For example, if a customer orders a computer and the computer is covered by two agreements on the order, the computer can only be covered by one or the other agreement, but not both.

Calculation of Agreement Duration in Orders

When a service agreement is added to an order, the system computes its duration automatically and it is not available for edit. Based on the choice that the CSR makes to whether create a new agreement (leave the NEXT value in the Agreement Code field) or use an existing agreement (specify an agreement ID in the Agreement Code field) in the order line for service agreement, the start and end dates are calculated differently:

• New agreements:

  When ordering a service agreement, the system defaults the start date to the current date. The agreement template referred to by the order will have a duration. This duration is used in conjunction with the agreement start date on the order to calculate the new agreement's end date.

• Existing agreements:

  The system fills in the end date with the end date of the existing agreement and use the current date as the start date.

Agreement Entitlements

After an order has been submitted and the corresponding business process or business project completed, a new agreement is created for the service agreement product. This new agreement inherits several default values from the agreement template that is associated with the service agreement product, such as duration and entitlements.

This screenshot shows an agreement that is created after the completion of the business project, which was triggered upon order submission:

For agreement templates that are available for ordering, the default entitlement set (specified on the Line Defaults page) is used in all template lines and is not modifiable at the line level. For templates that are not orderable, entitlements can be updated on a line-by-line basis if necessary. The same is true for agreements. For those that are generated based on orderable agreement templates, the same set of entitlement is used as the default in each agreement for its lines. Whereas in agreements that are based on non-orderable templates, entitlements can be modified at the agreement line level.

Service Management of Agreements

One of the tasks of the business process or business project that runs after the submission of an order is to create a new installed product for the service agreement being purchased. The installed product (of typeAgreement) can be used to perform any agreement-related service requests, including renewing, cancelling, suspending and resuming agreements, using the Service Management component.

This screenshot shows an installed agreement that is created after the completion of the business project, which was triggered upon order submission:

This screenshot shows a service management order that is created for an installed agreement:

Supported actions include suspend, suspend/resume, cancel and renew.

See Understanding Installed Products, Understanding Service Management.

Defining Service Levels

This section provides an overview of service levels and service level suspensions and discusses how to:

• Define service levels.

• Create additional cost categories for the service level.

Understanding Service Levels

You can define the hours of operation or prime period of maintenance for the services that your organization offers. For example, you may provide some services only during a 40-hour work week, whereas other services may be provided 24 hours a day.

You can define entitlements for specific service levels, which can then be included on a customer's agreement. When an agreement line with service level entitlements is selected for a case or service order, the system displays the calculated response and restore time.

Note. In general, you can define service levels for each time zone that is covered by your organization. PeopleSoft, however, strongly recommends that you not reset the base time zone in PeopleTools after your system is running and your applications are in production. Resetting the base time zone can cause time reports to be incorrect.

If you reset the base time zone (go to PeopleTools, Utilities, Administration, PeopleTools Options), your users will need to recreate all time-frame related data and update each record to reset the correct time frame for the new base time zone. Users can change the time zone for a particular agreement if they want to display time differently. If users continuously change time zones, however, the system will lose track of what the base time zone is at the time the record is saved (since all time-zone related fields on PeopleTools are stored against the base time zone).

Pages Used to Define Service Levels

Defining Service Levels

To define service levels, use the Service Level (RF_SERVICE_LEVEL) component.

Access the Service Level page (Set Up CRM, Common Definitions, Entitlements, Service Level, Service Level).

Service Level	Displays the name of the service level that you entered when the service level record was created.
Description and Short Description	Enter a long and short description. Because these descriptions are displayed in entitlements in which the service level is referenced, enter a meaningful service level description.
Time Zone	Select the appropriate time zone for the authorized hours of operations that you define for the service level. The CRM system populates the time zone code that you select next to the time values that you enter in the Defaults and Service Level Details group boxes. After you save the service level record, the time zone for the service level cannot be changed.
Cost Category Code	Select the cost category code that should apply for work performed during the days and times specified on this page.
Holiday Schedule	Select the holiday schedule that you want to apply to the service level. The system takes holidays into account when calculating required start and end dates for scheduled work. By default, the system places the holiday schedule after the Entitlement grid on the Agreement Line page. Users can override it or clear it out. For platinum customers you can override holiday schedules by clearing them out on agreement lines. The holiday schedule is based on specific dates, so each year you need to modify your existing holiday schedules with new dates or create new ones to re-prompt from the service level and agreement lines. PeopleSoft CRM recommends that administrator update existing dates, especially when re-prompts may affect a large number of agreement lines.

Defaults

Enter the begin and end times for the weekdays and weekend days that you want the system to use for the service level. When you click the Apply Defaults button, the system enters the hours in the appropriate fields displayed in the Service Level Details group box.

Service Level Details

This group box displays the begin and end times for the days of the week associated with the service level. You may change the hours displayed in the fields or clear them all by clicking the Clear button.

Create Additional Cost Categories for the Service Level

Access the Cost Category Definition page (Set Up CRM, Common Definitions, Entitlements, Service Level, Cost Category Definition).

If you charge different rates for the hours and days worked that were not defined on the Service Level page, use the fields on this page to define additional days, hours and cost categories.

For example, if you charge time-and-a-half for work performed on Saturday, select Saturday from the Day of the Week field, enter the hours in the Start Time and End Time fields, and then the select HALF as the cost category.

Defining Entitlements

This section provides an overview of entitlements and discusses how to define entitlements.

Understanding Entitlements

You define an entitlement record for every response time, restore time, coverage type, or service level that your company intends to offer on customer agreements or warranties. By using the Agreement component, you select the entitlement records that describe what the customer is contractually owed for the service or support offering on each line of the customer's agreement.

Similarly, when defining warranties with the Warranty component, you select the entitlements that are contractually owed to customers who have an installed product that is covered by a valid warranty.

Each entitlement record can specify an uplift or discount to adjust the base price of agreement lines that include the entitlement. When the CRM system calculates the final line price of the agreement line, it adjusts the base line price to reflect the sum of the uplift and discount values that are associated with the entitlements on the line.

Page Used to Define Entitlements

Defining Entitlements

To define entitlements, use the Entitlements (RF_ENTITLEMENTS) component.

Access the Entitlements page (Set Up CRM, Common Definitions, Entitlements, Entitlements, Entitlements).

Description

Enter a description. You can use up to 30 alphanumeric characters. Important! Entitlement descriptions are displayed at the time of service order and case entry. Enter descriptions that are meaningful to the person who enters the service order or case. Typically, the entitlement description describes the response time, restore time, coverage, or service level that is contractually owed to the customer per the specified agreement line or warranty. For example, you may want to include the time zone of a service level in its description.

Uplift/Discount

Enter the percentage of uplift or discount to add to the price of agreement lines that include this entitlement. Enter discounts with a minus sign that precedes the amount; enter uplifts without a minus or plus sign.

Entitlement Type

Specify the category of entitlement that is defined by the entitlement code together with the entitlement details that are associated with the selected category.

See Also

Defining Service Levels

Setting Up Automatic Calculation of Dates and Times for Service Orders

Defining Entitlement Plans

This section provides an overview of entitlement plans and discusses how to define entitlement plans.

Understanding Entitlement Plans

Use entitlement plans as default values on agreements or warranties. You can reference a relevant entitlement plan to quickly populate an agreement or warranty with the entitlements that are associated with the plan. You can then delete or add other entitlements as necessary.

Page Used to Define Entitlement Plans

Defining Entitlement Plans

To define entitlement plans, use the Entitlement Plan Setup (RF_ENTITLE_PLAN) component.

Access the Entitlement Plan Setup page (Set Up CRM, Common Definitions, Entitlements, Entitlement Plan, Entitlement Plan Setup).

You can create new or update existing entitlement plans by adding or removing entitlement entries from the plan. When you reference an entitlement plan on an agreement, the system automatically populates the plan's associated entitlement entries to the agreement.

The system, however, does not retroactively update individual entitlements on existing agreement lines or warranties when the corresponding entitlement plan used to create those entries is updated.

For example, if an agreement line was created with an entitlement plan which originally had a response entitlement of A and a restore entitlement of B, and that plan is subsequently changed to refer to a restore entitlement of C rather than B, the existing agreement line will still have the original two entitlement values.

Entitlement Plans are only used to default individual entitlements onto other new objects, such as agreement lines or warranties. These individual entitlements may then be modified by the user at any time, and are no longer determined or reset by any changes to the corresponding entitlement plan.

Note. An entitlement plan must have at least one entitlement associated with it.

See Also

Defining Entitlements

Configuring the CRM System for Agreement Searches

This section provides an overview on agreement searches and discusses how to configure agreement searches.

Understanding Agreement Searches

The Agreement Search Configuration page enables you to configure how the agreement search should function for PeopleSoft Support cases (external case agreement search), PeopleSoft HelpDesk cases (internal case agreement search) and PeopleSoft Integrated FieldService service orders (service order agreement search).

For external and internal agreements, there are separate group boxes for cases and service orders that enable you to instruct the system on how to search for agreements using these options:

• Autoselect the shortest response time from all matches.

• Autoselect the longest response time from all matches.

• Enable the user to choose from all matches.

• Match using case criteria.

If you select Match Using Case Criteria for external agreements (PeopleSoft Support), the system enables you to select case category, case priority, case source, case type, and customer value as the values for the Category field.

If you select Match Using Case Criteria for internal agreements (PeopleSoft HelpDesk), the system enables you to select department, location, priority, role, and source (inbound contact method) as the values for the Category field.

If you do not select the Match Using Case Criteria check box, the system performs the matching based on the radio button you selected. This means that if any agreement lines exist that specify values (criteria), the agreement matching engine ignores those values when selecting matches.

If you select the Match Using Case Criteria check box, the pool of agreement line matches will include any matches based on the criteria in the case and the corresponding criteria on the agreement lines. If two or more lines tie for the shortest or longest response, the system displays all agreement lines to the user.

To be considered a match, the criteria from a case may match any of the criteria conditions listed on the agreement line. For example, if an internal agreement line specifies that it is for high priority cases and the role is supervisor, the system matches the case with this line if the employee’s role is supervisor, regardless of whether the case priority is high or not.

If a product is specified on the case, the system matches only agreement lines that have the product and at least one criteria. The system will also match default agreement lines that have no products that match on at least one criteria (if any criteria are present on the agreement line).

The system then filters the pool of agreement lines (and warranties) that are found under this option for presentation to the user according to the radio button option that was selected on the Agreement Search Configuration page.

Note. Because PeopleSoft CRM no longer bases search results on the category weight factor, customers upgrading from a previous release may find that the agreement searching functionality for PeopleSoft HelpDesk may produce slightly different results. Also, now that the system sorts the total list of warranty and agreement line matches by response time, warranty matches do not always appear first in the list of results.

You can use a variety of agreements and agreement line values to set up your PeopleSoft CRM system. These tables summarize the main options that are available:

Note. Customer, PIN, Person, SIN and Site Matching also apply for customer-based agreements in addition to comments in the table above.

Page Used to Configure Agreement Searches

Configuring Agreement Searches

Access the Agreement Search Configuration page (Set Up CRM, Common Definitions, Agreement Search Configuration, Agreement Search Configuration).

Note. The group boxes that appear on this page are dependent on which PeopleSoft applications you have installed. For example, the External Case Agreement Search group box appears only if you have PeopleSoft Support installed. The Internal Case Agreement Search group box appears only if you have PeopleSoft HelpDesk installed. The Service Order Agreement Search group box appears only if you have PeopleSoft Integrated FieldService installed.

External Case Agreement Search

Select one of the options listed to indicate how you want the system to search for agreements when a user selects the Select Agreement or Warranty link on the Case page in PeopleSoft Support.

The values include:

• User Selects From All Matches

  The system displays all matches in the pool of agreements or warranties.

• Autoselect Shortest Response

  The system displays only the matches from the pool of agreements or warranties with the shortest response.

• Autoselect Longest Response

  The system displays only the matches from the pool of agreements or warranties with the longest response.

Note. If you select either the Autoselect Shortest Response or Autoselect Longest Response agreement search option for cases (or service orders), and an AAF policy is defined and enabled in the CRM system to return a list of applicable agreements when products are selected on that type of cases (or service orders) for the same setID, the agreement search option takes precedence over what is defined in the corresponding AAF policy. In this example, the system returns the agreement with either the shortest or longest response time when a product is selected in an opened case (service order).

Internal Case Agreement Search

Select one of the options listed to indicate how you want the system to search for agreements when a user selects the Select Agreement or Warranty link from the Case page in PeopleSoft HelpDesk.

The system returns all applicable default lines even when there is another match based on product or installed product. PeopleSoft designed the system to do this to give agents the option of selecting an agreement based on a completely different set of criteria.

For example, if you have one agreement line that covers a pocket PC and another default line to cover the role of CEO that does not have a product specified but has a better response time, the system displays both lines. This gives the agent the ability to select either line.

If you select the Match Using Case Criteria check box, you must select one or more categories that you want the system to use in its search. Refer to the previous section for a fuller explanation on using the Match Using Case Criteria and Category fields.

Service Order Agreement Search

Select one of the options listed to indicate how you want the system to search for agreements when a user selects the Select Agreement or Warranty link from the Service Order page in PeopleSoft Integrated FieldService.

Defining Agreement Templates

To define agreement templates, use the Agreement Template (RF_AGREETEMP) component.

This section provides an overview of agreement templates and discusses how to:

• Define basic header and billing information for agreement templates.

• Define default entitlement sets.

• Define default agreement lines.

• View and access linked product definitions.

Understanding Agreement Templates

You can define model agreements for specific types of customers, products, or services. When you define an agreement for a specific customer by using the Agreement component, you can reference an agreement template to populate the basic agreement information and then make modifications as necessary.

Note. You can create templates with specific values for certain agreement criteria. However, if you create more than one agreement from the same template, you should change at least some of the criteria that you copied from the template; otherwise, you would have two identical agreements in your system.

Pages Used to Define Agreement Templates

Defining Basic Header and Billing Information for Agreement Templates

Access the Agreement Template page (Customer Contracts CRM, Agreements, Agreement Templates, Agreement Template).

Agreement Category

This field is required on the Add page when you are adding a new agreement. For agreements used in PeopleSoft HelpDesk, you must select Internal as the agreement category. For agreements used in PeopleSoft Support and PeopleSoft Integrated FieldService, select External or External - No Pricing as the agreement category. Note. If you select External - No Pricing as the agreement category, the system only displays the Status Information and Coverage sections.

Internal Agreement Type

This group box appears only if you select the Internal agreement type. Select one or both of the HR Help Desk or IT Help Desk check boxes to designate the types of cases to which the agreement applies.

Status Information

Use the fields appearing in this group box to select the scope and status for the agreement template you are defining.

Note. If you are defining an agreement template for PeopleSoft HelpDesk and you selected Internal as the agreement category, only the Status field appears on this page.

Coverage

Select the provider group and provider group member that you want the system to use for the agreement template.

Billing Information

Select the payment terms and payment method that you want the system to use for billing for agreements using the agreement template.

Order Capture Information

See Also

Performing Entitlement Searches for Cases and Service Orders

Defining Default Entitlement Sets

Access the Entitlement Defaults page (Customer Contracts CRM, Agreements, Agreement Templates, Line Defaults).

Entitlement Plan Name

Select a default entitlement plan. Plans are established on the Entitlement Plan Setup page. The system displays the entitlements in the plan. You can add or delete entitlements to create a specific list for this template. The PeopleSoft CRM system displays the information that is associated with each entitlement as defined on the Entitlements page. Note. Setting up plans is optional. You can add individual entitlements directly to the grid. The individual entitlements listed on this page will be defaulted onto each new agreement template line entry that is created from that template.

See Also

Defining Entitlements

Defining Entitlement Plans

Defining Default Agreement Lines

Access the Template Line page (Customer Contracts CRM, Agreements, Agreement Templates, Template Line).

Agreement Line Details

Add rows for each new line.

Internal agreement templates also require you to designate the person type and person status. The system uses these to select the agreements that apply to the case. For example, if a contingent worker in active status opens an IT Help Desk case, only agreement lines that have a person type of Contingent Worker and a status of Active apply.

Service Pricing Details

Define the default criteria for retrieving pricing records for an agreement line.

Entitlements

Displays the entitlements that are contractually owed to the customer for this agreement line. This information is initially populated by using the Entitlement Defaults page. The user, however, can modify the entitlements for each line.

Note. If you select the Available to Order field on the Agreement Template page, the system hides the Add row and Delete row buttons on the Entitlements grid. The system copies the entitlement information from the Entitlement Defaults page to each new line. You cannot change these entitlements in the Entitlements grid. This is required to ensure that all template lines, regardless of the product ID entered for each template line will have the same set of entitlements.

This is important when performing a side-by-side comparison of products in the product catalog to determine which service agreement is the best fit for the product selected. Additionally, if you select the Available to Order field, the system defaults the Purchase Option field to FLAT and makes it read only, since flat fee is the only type of agreement fee PeopleSoft Order Capture uses for the purchase of agreements. Therefore, it is important to ensure that you have first created flat free prices for each service or product that you intend to use on an agreement template.

Entitlements Apply To

This group box appears only if you are defining an agreement template for PeopleSoft HelpDesk and you selected Internal as the agreement category. Also, the system displays a set of fields based on the options you selected on the Agreement Search Configuration page for the business unit you are using.

For example, if you selected the Match Using Case Criteria check box and then selected Role, Department, Priority, Source, and Location as categories that you wanted the system to use when searching for agreements, the system would display all of the fields.

Use the fields that appear in this group box to link the response and restore times to the different values for the various fields that can appear on the Case page. For example, if you set the priority for the agreement to low, and a user selects the Select Agreement link on a low priority case, the system displays the respond and restore times that you set up on the Entitlement Defaults page.

If you select User Selects From All Matches, Autoselect Shortest Response, or Autoselect Longest Response, on the Agreement Search Configuration page, the system does not display this group box.

See Also

Setting Up Products

Defining Services

Viewing and Accessing Linked Product Definitions

Access the Related Products page (Customer Contracts CRM, Agreements, Agreement Templates, Related Products).

The Related Products page appears only if the template is being used with PeopleSoft Order Capture. The system uses the Related Products page to show all products that point to the template. The system does not display this page until you save the template and navigate to the page from one of the other pages in the Agreement Template component.

To access the Product Definition page, click the link under the Product ID field.

Note. If the Agreement Template is set to a closed status and there are active products in the Related Products tab, the system displays a warning message stating that there are active products associated with the Agreement Template and that inactivating the template may also inactivate the related products.

Defining Agreements

This section provides an overview of agreement definitions and discusses how to:

• Define agreement header information.

• Specify people or sites that are entitled to service or support.

• Specify line defaults.

• Define detailed agreement line information.

• Define billing information.

Understanding Agreement Definitions

When you create a case or service order for a customer and click the Select Agreement or Warranty button, the CRM system searches for agreement lines or warranties that cover the case or service order and displays the associated entitlements.

The CRM system uses the values that you have entered in the fields for product ID, serial number, and either site or SIN to search for agreement line and warranty matches for service orders.

For cases, the CRM system uses the same fields, as well as those for contact or PIN. For both cases and service orders, the entitlement match page also displays any transaction price information that is defined under the terms of the agreement.

Internal agreements define the levels of service that are available to Help Desk and HR Help Desk cases. These cases use the additional information of organizational relationship, as defined by the person type, and worker status to locate and display the levels of service that are defined on the agreement.

External - No Pricing agreements are similar to External agreements, except they do not display pricing-related fields, only prepaid amounts. Using External - No Pricing agreements enables you to specify how many free prepaid cases or services, or hours of support, a customer is entitled to on an agreement. For PeopleSoft Support, you can specify prepaid at the agreement header level or in the product grid on the agreement line. For FieldService, you can specify prepaid on the agreement header, agreement line for service, or on the product grid on the agreement line.

See Also

Understanding Agreement Pricing

Performing Entitlement Searches for Cases and Service Orders

Service Order Toolbar Functions

Pages Used to Define Agreements

Defining Agreement Header Information

Access the Agreement page (Customer Contracts CRM, Agreements, Agreements, Agreement).

Agreement Category

This field is required on the Add page when you are adding a new agreement. For agreements used in PeopleSoft HelpDesk, you must select Internal as the agreement category. For agreements used in PeopleSoft Support and PeopleSoft Integrated FieldService, select either External or External - No Pricing as the agreement category. Note. In the top section of this page the system changes the field label to Category.

Copy From Agreement Template

When you create a new agreement, you can either add all the information to it manually, or base it on an agreement template.

Note. This group box does not appear if the agreement has already been created and saved.

Agreement Information

Internal Agreement Type

This section appears on the page for internal agreements only.

Customer Information

This section does not appear on the page if you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement category when you added the agreement.

Contact Information

These fields appear on the page only if you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement category when you added the agreement.

The contact fields on the main Agreement page for internal agreements are functionally similar to the customer contact fields mentioned above for external agreements. They refer to the person to contact about the agreement administration issues.

Some users may mistakenly assume that the contact listed on the main page of an internal agreement represents the person or worker for whom the agreement was created, or who was covered by the agreement. This field is only used to represent the administrative contact for the internal agreement.

Default Provider Group

Enter the default provider group and group member that get assigned to perform the services that are covered by this agreement. These default values apply to service orders only; they do not apply to cases.

Note. This group box does not appear on the page if you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement category when you added the agreement.

See Also

Defining Agreement Templates

Performing Entitlement Searches for Cases and Service Orders

Defining Company Business Objects

Defining Consumer Information

Specifying People or Sites That Are Entitled to Service or Support

Access the Scope Details page (Customer Contracts CRM, Agreements, Agreements, Scope Details).

This page varies depending on the scope that is specified on the Agreement page. For agreements with the contact scope, you enter the people who are eligible for support. These agreements are only available to PeopleSoft Support. For agreements with the site scope, you enter sites that are eligible for service. These agreements are available to both PeopleSoft Support and PeopleSoft Integrated FieldService.

Note. This page does not appear if you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement category when you added the agreement.

Named Callers

This grid appears if the selected agreement has a scope of contact. Enter the people who are eligible to request support that is related to this agreement.

Valid Sites

This grid appears if the selected agreement has site as the scope. Enter customer sites that are eligible to receive support or services specified on its agreement lines.

See Also

Defining Site Business Objects

Specifying Line Defaults

Access the Default Entitlements page (Customer Contracts CRM, Agreements, Agreements, Line Defaults).

Note. If you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement category when you added the agreement, the system does not display the Coverage Type, Percent Covered, Coverage Duration and Uplift or Discount fields. The group boxes with the Person Type and Worker Status check boxes shown in the example above is only relevant for and displayed for internal agreements. It is not displayed for external or external-no pricing agreements

Default Entitlements

Note. Any changes that you make to the defaults do not affect any existing agreement lines.

Additional Selections for Internal Cases

See Also

Defining Entitlements

Defining Entitlement Plans

Defining Detailed Agreement Line Information

Access the Agreement Line page (Customer Contracts CRM, Agreements, Agreements, Agreement Line).

Note. If you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement category when you added the agreement, the system does not display the Sites and Price Information sub pages and links. If you selected External - No Pricing as the agreement category, the system does not display the Price Information sub page.

Agreement Line: View Line Summary

If an agreement has multiple agreement lines, they are listed in the Agreement Lines summary grid (available when you click the View Line Summary link) with basic information such as agreement line and service descriptions, product name, and product ID number. Click the agreement line number link to access the Agreement Line Details group box, where you can edit and view the corresponding line in detail.

If there is only one line in the agreement, the CRM system displays the Agreement Line Details group box together with pricing, site, entitlements, and product information.

When you click the Line Details link at the top of the page, the CRM system displays information for the selected agreement line in group boxes such as Retrieve Base Line Price, Calculate Final Line Price, Entitlements and so on. To minimize the need for scrolling, you can click the Sites, Entitlements, Installed Products, or Price Information links to view corresponding information selectively.

Agreement Line: Line Details - Agreement Line Details

Use this group box to add new lines to the agreement. Enter the status, start and end dates, description and service for the agreement service line. Click the Billing Information link to set up the billing schedule, purchase order, and payment terms information for the agreement line.

The Billing Information link only appears when the customer is integrating with the Contracts module in PeopleSoft Financials.

Note. For internal agreements (IT Help Desk and HR Help Desk), the Person Type and Worker Status fields also appear in this section.

Agreement Line: Line Details - Service Pricing

Use this group box to enter purchase option and transactional information for the agreement line service. Click the Price Definitions link to access the Service Pricing page.

Agreement Line: Line Details - Products

Use this section to define the products, purchase options, and prepaid quantity (if there is one). The system displays the prepaid rate, base line price, and base line price unit if it is stored in the system.

To view the transaction price for the product, click the Transaction Price tab. This section displays the transaction price on the corresponding agreement service pricing record. The price is based on the service or service-product combination that is defined for the agreement line.

The CRM system matches the value for the service and product fields on the agreement line with a unique pricing record that contains the same service and product values. In addition, this pricing record must contain the appropriate currency code for the agreement line. Never define more than one agreement service pricing record in the Pricing Information page for the same combination of service, product, and currency code, because this implies multiple prices for a single transaction.

You may associate a support-oriented agreement line with multiple products unless you have an integration to PeopleSoft Contracts. In this case you can only have one product per support-oriented agreement line (an agreement line with no Service). If you are not using the Contracts Integration feature, the save-edit check is disabled and you can enter multiple rows of data in the Product grid for the agreement line.

After defining the product and purchase option (prepaid options, if applicable), the other price related fields on this grid are populated when the user clicks the Calculate Final Price button.

When you perform an entitlement search from a case or a service order, the CRM system displays the transaction price or the remaining quantity that is defined on the customer's agreement.

Note. A credit card link on support cases is enabled when the associated agreement line includes a price per transaction and does not entitle the customer to 100 percent coverage of time, material, and expenses. Also, many of the fields related to pricing do not appear if you selected External - No Pricing as the agreement category.

Agreement Line: Line Details - Valid Sites

Use this section to add any valid sites to the agreement line. The system displays the site ID and description.

Note. Every line of a site-based agreement must be linked to at least one site.

Agreement Line : Line Details - Products Under Service

Use this section to add or delete any installed products that are covered by the agreement line. The system displays the description, serial number, asset tag (if there is one), quantity, and site where the product is installed.

Use the Add Installed Product and Delete Installed Selected Product buttons to make changes to the products listed under this group box.

Agreement Line: Line Details - Entitlements

This section lists the entitlements that are contractually owed to the customer for an agreement line. These are initially populated by using the set of entitlements that are defined on the Default Entitlements page of this component. You can add or delete entitlements in the grid by adding and deleting rows.

The system also displays the Holiday Schedule field after the entitlements. It appears by default from the Service Level page. You can override it or clear it. For Platinum customers, you may want inactivate the holiday schedule by clearing the field. If you enter a holiday schedule without a service level, the system treats it as a 7 x 24 entitlement with holiday schedule.

Entitlements Apply To

The system displays a group of fields based on the options you selected on the Agreement Search Configuration page for the business unit you are using.

Use the fields that appear in this group box to link the response and restore times to the different values for the various fields that appear.

For example, if you selected the Match Using Case Criteria option and selected Role, Department, Priority, Source, and Location as categories that you wanted the system to use when searching for agreements, the system would display all of the fields on this page.

If you do set values for the fields appearing in this group box, the system uses them to search for agreements when a user selects the Select Agreement link from the Case page.

For example, if you set the Priority field to Low on this page, the system would locate this agreement line and use the response and restore times that you set up on the agreement line for all low priority cases that meet the other criteria of the agreement line.

For all low priority cases that fulfill the other matching considerations for a valid agreement line for all low priority cases, the system uses other standard fields that are considered for an agreement match, such as start and end date, status, product, installed product, asset, and so on. The system is not using the other criteria in the Entitlements Apply To section.

Agreement Line: Line Details - Calculate Final Line Price

This section displays the variables that the CRM system used to calculate the final line price for the agreement line.

Note. This section does not appear if you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement category when you added the agreement. If you selected External - No Pricing as the agreement category, the system does not display this section either.

Agreement Line: Installed Products

The section lists all of the installed products covered by that agreement line. If the agreement covering the service order has a scope of Site, the installed products are limited to those that match the sites that are covered by the agreement line.

The CRM system displays the Products Under Service grid if you choose to view line details or just the installed product information of the agreement line.

It lists the customer's installed products that are eligible for the service or support specified on the agreement line. Installed product information must be added manually to the agreement.

When installed products are added to an agreement line, the CRM system automatically updates them on the agreement line whenever replacements are made at the customer's site (when material is recorded in the Service Order on the Time Material Expense page).

Before selecting an installed product, you must define a product for the agreement line; and, for agreements with a scope of Site, select the sites that will be covered by the line.

If the scope of the agreement is Contact, the installed product choices are limited to those that match the product and customer specified. You can never select installed products with a status of Uninstalled.

Agreement Line: Entitlements

This section lists the entitlements that are contractually owed to the customer for an agreement line, including the holiday schedule. These are initially populated by using the set of entitlements that are defined on the Default Entitlements page of this component.

Agreement Line: Sites

The section lists all of the sites associated with the agreement line: the allowable values are determined by the sites that were entered on the Scope Details page. You can add or delete sites displayed in the grid by adding and deleting rows.

Note. This section does not appear if you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement category when you added the agreement.

Agreement Line: Price Information

Use this group box to enter purchase option and transactional information for the agreement line. Click the Price Definitions link to access the Service Pricing page.

For more information and field descriptions, refer to the Line Details - Products section for the Agreement Line Tab.

Note. This section does not appear if you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement category when you added the agreement. If you selected External - No Pricing as the agreement category, the system does not display this section either.

See Also

Specifying Line Defaults

Performing Entitlement Searches for Cases and Service Orders

Specifying Line Defaults

Working with Active Analytics Framework

Setting Up Services

Ordering and Receiving Materials

Defining Billing Information

Access the Billing page (Customer Contracts CRM, Agreements, Agreements, Billing).

Note. This page does not appear if you are creating an agreement for PeopleSoft HelpDesk and selected Internal as the agreement category when you added the agreement. If you selected External - No Pricing as the agreement category, the system does not display this page either.

Customer Information

These fields capture information to determine how much to charge the customer for the agreement and the method of remittance that the customer uses.

Payment Information

Billing Information

Managers can use this section to adjust the fees by increasing or decreasing a fee by a percent or by an amount.

The system does not use the new price in the totals until a user clicks the Recalculate Totals button. The system then calculates the sum of all active or closed lines, including those that have changed, and provides the recalculated amount in the Total Amount field.

Defining Warranties

This section provides an overview of warranty definitions and discusses how to define warranties.

Understanding Warranty Definition

Use the Warranty component to define the duration and entitlements that are associated with a warranty. Defined warranties are associated with items on the Item Definition page.

If a product references an item in its product definition and this item is associated with a warranty, any installed product that is subsequently created for this product then contains the warranty information of its own item. You can manually update or delete the associated warranty for an individual installed product.

For items that are installed at a customer's site, you can activate the warranty on a customer's installed product by using the Installed Product component. When searching for entitlements for a product on a case or service order, the CRM system checks the response time, so a warranty match may appear before or after an agreement on the results page.

See Also

Defining Items

Defining Items

Performing Entitlement Searches for Cases and Service Orders

Page Used to Define Warranties

Defining Warranties

Access the Warranty page (Customer Contracts CRM, Agreements, Warranties, Warranty).

Warranty Details

Critical Times

This section details the periods of coverage for the warranty. If an installed product is under warranty, its default start date is determined by the ship date, installation date, or order date of the installed product, as applicable. The CRM system calculates the end date by adding the warranty length to the start date.

Use the check boxes in the center of the page to indicate, for informational purposes, how warranty services are provided.

Entitlements

Use this section to add or delete entitlements from this set as necessary. Entitlement plans are established on the Entitlement Plan Setup page. You can also manually enter all entitlement entries into the Entitlements grid without entering an entitlement plan name to pre-populate the grid.

If you do not provide warranty service on holidays, select the holiday schedule that applies to your company's hours of operation. The system uses this information to calculate start and end dates for service.

Warning! If you change the entitlements that are offered by an existing warranty, you also change the entitlements for any installed product that is covered by the warranty. When a warranty has been associated with an installed product, you should not modify the warranty definition on the Warranty page. Instead, define a new warranty with the required entitlements and update the warranty information on the Item Definition page.

The CRM system displays the information that is associated with set of entitlements as defined on the Entitlements page.

See Also

Defining Holiday Schedules

Understanding Agreements and Warranties

Defining Entitlements

Defining Entitlement Plans

Managing Materials

Generating Sales Leads for Agreement Renewal

This section provides an overview of lead generation for agreement renewal and discusses how to set it up

Note. This feature is only available to customers that have licensed PeopleSoft Sales and PeopleSoft Integrated FieldService.

Understanding Lead Generation for Agreement Renewal

To help you sustain company revenue and be proactive about contract renewals for the established customer base, set up PeopleSoft CRM to retrieve agreements that are expired or about to expire and generate sales leads for them. Like other leads, the leads that are created for agreement renewal appear on the Search Leads page for the sales team with Agreement as the lead source.

Lead Generation for Expiring and Expired Agreements

PeopleSoft CRM uses an Application Engine (AE) program, which runs on a daily basis (recommended setting) to look for agreements that are about to expire or have recently expired (based on the number of lead days that are defined by the user) and create leads for them.

When the AE program runs, it searches for agreements that are associated with the sales business unit that is specified on the run control page. Because sales leads are keyed by business unit and agreements are keyed by setID, the CRM system performs a business unit-setID mapping exercise in the background to determine which setID corresponds to the selected sales business unit. All agreements in that setID are processed, and all leads that are subsequently created will belong to the specified sales business unit.

Note. Only agreements with the status of Available are selected by the AE program for evaluation. The AE program does not process agreement templates.

Among all available agreements in the given setID, the AE program generates sales leads for those whose expiration date falls between the start and end dates of a time period that is calculated by using the user-defined lead time. The start and end dates are calculated using this formula:

(Start Date) = (Current Date) - (Agreement Renewal Lead Time)

(End Date) = (Current Date) + (Agreement Renewal Lead Time)

For example, the AE program is scheduled to run today on October 15, and the lead time (in number of days) that is defined at the installation level is 7. For any agreement with an expiration date between October 8 through October 22, a sales lead is generated by the lead generation process.

When you look up a sales lead for agreement renewal from the Search Leads page, agreement-specific information, such as agreement code and renewal number, is available on the Source tab as a reference. You can also transfer to the read-only version of the agreement from the lead.

For agreement renewal purposes, an agreement can only be associated with one sales lead at a time. The agreement is not selected by the AE program if a sales lead was already generated for it. In addition, the CRM system does not generate sales leads for agreements that are already renewed.

Setting Up Lead Generation for Agreement Renewal

This section discusses how to:

• Define lead time for generating leads.

• Generate leads for expiring agreements.

• Access leads that are generated for agreements.

Pages Used to Set Up Lead Generation for Agreement Renewal

Defining Lead Time for Generating Leads

Access the General Options page (Set Up CRM, Install, Installation Options, General Options).

In the Agreement Renewal Lead Time field, enter the number of days before expiration that an agreement is eligible for the lead generation process. This is also the number of days after expiration that the agreement is still eligible for the process. By default, this value is set to 90 days.

See Setting Up General Options.

Generating Leads for Expiring Agreements

Access the Sales Lead Generation for Agreement Renewal page (Customer Contracts CRM, Agreements, Lead Generation, Sales Lead Generation for Agreement Renewal).

Select a sales business unit for which leads will be created for expiring agreements after the AE program (RF_AGR_LEAD) is run.

Note. The AE process should be run on a daily basis.

Accessing Leads That Are Generated for Agreements

Access the Lead - Discover page (Sales, Search Leads, Discover).

Open a sales lead that is generated for agreement renewal purposes. You can click the Agreement link to access the agreement that needs to be renewed. The name of the agreement is listed is part of the lead name.

See Also

Creating Sales Leads and Opportunities