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Siebel Field Service Guide > Agreements > Agreements Screen > Entitlements ViewThe Entitlements view displays entitlements and associates them with specific agreements. NOTE: End users should use the Entitlements view on the Agreements screen. The Entitlements screen (Entitlements Screen) is used for general administrative work across agreements. Accounts SubviewThe Accounts subview associates accounts with specific entitlements. Table 56 describes the items in accounts records.
Entitlement Details SubviewThe Entitlement Details subview displays additional details for a selected entitlement. Table 57 describes items in entitlement detail records. Products SubviewThe Products subview associates assets and products with entitlements. The records in this view provide a list of products covered by the selected entitlement. These records are used when the All Products check box in the Accounts subview is not selected, and the entitlement is valid only for specific products or assets. NOTE: The Agreements screen > Line Items view specifies the products purchased or provided under this agreement. The Agreements screen > Entitlements view > Products subview defines the level of service provided for each product and asset associated with the agreement. For more information, see Line Items View. Contacts SubviewThe Contacts subview associates contacts at an account with a specific entitlement. The records in this view are used when the All Contacts check box (in the Accounts subview) is not selected and the entitlement is valid only for specific individuals. Metrics SubviewThe Metrics subview records performance measurements for an entitlement; for example, response time for a service call and customer satisfaction rating. The Response Time metric is required for calculating Agent Committed time in the Service Request view. This is the only entitlement metric that is used directly to determine a level of service. For more information, see Service Requests View. Service Details SubviewThe Service Details subview defines the billing terms for service activities covered by the entitlements. Table 58 describes items in Service Detail records. Price Details SubviewThe Price Details subview records special pricing considerations for products covered by the entitlement; for example, discounts or markups. This special pricing is used only for pricing order line items and requires the Siebel Pricing Configurator. |
Siebel Field Service Guide |