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 > List view.
2. Add a record and complete the fields as appropriate.

To see the entitlements for an agreement

1. Navigate to the Agreements screen > List view.
2. Select an agreement record and click the Entitlements view tab.

   The start and end dates indicate whether the entitlement is active.

To verify agreements for a contact

1. Navigate to the Contacts screen > Contacts List view.
2. Drill down on a selected contact and click the Agreements view tab.

To see products covered by agreements

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for an agreement record and click the Entitlements view tab.
3. Select an entitlement record and click the Products subview tab.
4. Repeat Step 3 for each entitlement in the list.

To associate primary contacts with an agreement

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for a selected agreement record and click the Primary Contacts view tab.

   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.

3. If you want to change a primary contact, select an agreement record and drill down on the Account field.
4. In the Last Name field, select another contact. 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 > List view.
2. Drill down on the Name field for a selected agreement record and click the Documents view tab.
3. Add a record and complete the fields as appropriate.
4. Click Generate Draft.

   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 > List view.
2. Drill down on the Name field for a selected agreement record and click the Activity Plans view tab.
3. Add a record and complete the fields as appropriate.
4. In the More Info view tab, select Lock 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 > List view.
2. Drill down on the Name field for a selected agreement record and click the Activities view tab.
3. Add a record and complete the fields as appropriate.

To add financial details for an agreement

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for a selected agreement record and click the Financials view tab.
3. Add a record and complete the fields as appropriate.

   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 > List view.
2. Drill down on the Name field for a selected agreement record and click the Terms & Totals view tab.
3. Add a record and complete the fields as appropriate.

To add products sold under an agreement

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for a selected agreement record and click the Line Items view tab.
3. Add a record and complete the fields as appropriate.
4. Click the Line Detail subview tab, and then add a record and complete the fields as appropriate.

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

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for a selected agreement record and click the Line Items view tab.
3. Add a record and complete the fields as appropriate.

To generate charges

• See Charges and Invoices.

To generate invoices

• See Charges and Invoices.

To attach files to agreements

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for a selected agreement record and click the Attachments view tab.
3. Add a record and complete the fields as appropriate.

To automatically create entitlements for an agreement line item

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for a selected agreement record and click the Line Items view tab.
3. Select a line item (product record) and click Entitle.

To manually add entitlements to an agreement

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for a selected agreement record and click the Entitlements view tab.
3. Add a record and complete the fields as appropriate.

To manually associate accounts with entitlements

1. Navigate to the Entitlements screen > Agreement Entitlements view.
2. Select an entitlement and click the Accounts view tab.
3. Add a record and complete the fields as appropriate. To provide complete coverage under the selected entitlement, select the All Products field.

To manually associate contacts with entitlements

1. Navigate to the Entitlements screen > Agreement Entitlements view.
2. Select an entitlement and click the Contacts view tab.
3. Add a record and complete the fields as appropriate. To provide complete coverage under the selected entitlement, select the All Products field.

To manually associate products and assets with entitlements

1. Navigate to the Entitlements screen > Agreement Entitlements view.
2. Select an entitlement and click the Products view tab.
3. Add a record and complete the fields as appropriate.

To manually associate preventive maintenance plans with entitlements

1. Navigate to the Entitlements screen > Agreement Entitlements view.
2. Select an entitlement and click the Preventive Maintenance view tab.
3. In the drop-down list at the top of the Preventive Maintenance view, make sure PM Plans is selected.
4. Add a record and complete the fields as appropriate.

To generate contract-based order pricing

1. Navigate to the Orders screen > Sales Orders List view.
2. Select an order and then in the Entitlement field, enter an entitlement.
3. Drill down on the Order # field for the selected order and click the Line Items view tab.
4. Click Reprice All. Clicking 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. Follow Step 1 and Step 2 of To manually associate preventive maintenance plans with entitlements.
2. Select a preventive maintenance plan record and click Run PM.

To view preventive maintenance actions associated with a PM Plan

1. Follow Step 1 through Step 3 of To manually associate preventive maintenance plans with entitlements.
2. Select a preventive maintenance plan record.
3. From the drop-down list at the top of the Preventive Maintenance subview, select PM Actions.

To associate a service calendar with an entitlement

1. Navigate to the Agreements screen List view.
2. Drill down on the Name field for a selected agreement record and click the Entitlements view tab.
3. Select an entitlement and click the Entitlement Details subview tab.
4. In the Service Hours field, enter a service calendar record.

To manually add performance measurements (metrics) for an entitlement

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for a selected agreement record and click the Entitlements view tab.
3. Select an entitlement and click the Metrics subview tab.
4. Add a record and complete the fields as appropriate.

   TIP:   The calculation of the Agent Committed Time for a Service Request takes, as input, a response time according to the service request priority. By defining a series of different response times and priority levels, the Agent Committed Time can adjust according to the service request priority. To do this, add several metrics records of the Response Time type. For each response time record, choose a different Priority value. Then enter values in the other fields that make sense for the corresponding priority. For example, you might enter one hour for priority 1-ASAP, four hours for priority 2-High, and so on. Now, when the Agent Committed Time is calculated, the resulting time correlates to the service request priority.

   NOTE:  If the response time is not defined for a priority, the Agent Committed Time cannot be calculated. Also, if Service Hours is not defined, the Service Hours value from the entitlement template is used by default.

To verify entitlements for a service request and select an entitlement

1. Navigate to the Service screen > Service Request List view.
2. Select a service request, and then in the service request form, click Verify.

   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.

3. Select an entitlement record from the Pick Entitlement dialog box, and then click OK.

   Selecting an entitlement from the Pick Entitlement dialog box computes the Agent Committed time for the service request from the Service Calendar associated with this entitlement and from the Response Time specified in the entitlement metrics. The name of the selected entitlement appears in the Entitlement field. For more information, see Service Requests Views.

To view the agreements for a contact

1. Navigate to the Contacts screen > Agreements view.
2. Select a contact. The Agreement # field shows the agreements for this contact.

To manually renew a line item of an agreement

1. Navigate to the Agreements screen > List view.
2. Drill down on the Name field for a selected agreement record and click the Line Items view tab.
3. Select a line item record and click the Renewal Escalator subview tab.
4. Add a record and complete the fields as appropriate. The start date can be the current date or a prior date.
5. In the Line Items view, click the Renewal button.