Siebel Field Service Guide > Agreements > Administration - Contracts Screen >

Entitlement Templates View

The Entitlement Templates view allows an administrator to predefine entitlements and specify the type of service provided. An entitlement template specifies the default coverage for the accounts, contacts, preventive maintenance, billing, products, and pricing.

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

Table 43 describes items in the Entitlement Templates view.

Metrics Subview

In the Metrics subview, add performance requirements for the entitlement template; for example, response time. Each requirement must be in a separate record.

Preventive Maintenance Subview

In the Preventive Maintenance subview, add a record for each Preventive Maintenance plan included in the entitlement template. When selecting a plan from the Add Preventive Maintenance Plan dialog box, check the box in the second column to select a plan; selecting a record without checking this box fails to select one or more plans.

Service Details Subview

The Service Details subview defines each type of service covered by the entitlement and the billing terms for each service. Terms may include a fixed service charge and specific billable time, expenses, and parts. Table 44 describes some items on this view.

Note the following effects of a service detail record:

• Service Details apply to the selected activity type rather than to a specific entitlement template.
• No additional charges or discounts are applied to a service request activity if no corresponding service detail record is defined for the service request's associated entitlement.
• No additional charges or discounts are applied to a billable item in a service request activity if no corresponding exception record is defined for the service detail record in the service request's associated entitlement. For more information, see the Time Exceptions Subview, Expense Exceptions Subview, and Product Exceptions Subview sections that follow.

The subviews of Service Details define exceptions for time, expenses, and products. For example, if labor (time) is generally not billable, the Invoice Engine will only bill the exceptions. Conversely, if time is generally billable, the Invoice Engine does not bill the exceptions. You access these subviews by selecting from the drop-down list in the tab at the bottom of the screen.

Time Exceptions Subview

Time exceptions define the pricing of time associated with an activity type that is different than standard pricing. Time exceptions include a fixed service charge, discounts, and a limit on the billable amount.

NOTE:  Exception records for time are associated with activity types and specific projects (specified in the Type field). For information about projects, see the chapter on project management in Siebel Professional Services Automation Guide.

Expense Exceptions Subview

Expense exceptions define pricing of expenses associated with an activity type that is different from standard pricing. Expense exceptions include a fixed service charge, discounts, and a limit on the billable amount.

Product Exceptions Subview

Product exceptions define pricing of products associated with an activity type that is different from standard service pricing. Product exceptions include discounts, markups, and overrides.

Products Subview

The Products subview defines specific products or assets covered by the entitlement. You can copy these products to an entitlement by selecting the Entitlement Template Products check box in the Entitlement Templates View.

Pricing Details Subview

The Pricing Details subview allows contract-based pricing for orders. When creating a sales or service order on the Orders screen, the user can select an entitlement which applies special pricing, defined on this view, to the Pricing Configurator. Table 45 describes the items in this view.