Siebel Field Service Guide > Agreements >

Setting Up Entitlements

Follow these procedures to set up entitlements.

To set system preferences for entitlements

1. Navigate to the Administration - Application screen > System Preferences view.
2. Query for entitlements. For more information about system preferences, see System Preferences for Verifying Entitlements.
3. Enter TRUE or FALSE in the System Preferences Value field.

To define entitlement templates

1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
2. Add a record and complete the fields as appropriate. The Name field displays an automatically assigned template number, which you should change to an identifiable name for the template, as needed.

   The check boxes automatically associate data with the new template. For a description of these check boxes, see Entitlement Templates View.

To define entitlement template metrics

1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
2. Select an entitlement template record and click the Metrics view tab.
3. Add a record and complete the fields as appropriate.

To define service hours

1. Navigate to the Administration - Service screen > Schedules view.
2. Add a record and complete the fields as appropriate.
3. Click the Schedule Hours view tab. Add a record and complete the fields as appropriate.

To define exceptions to schedules

1. Navigate to the Administration - Service screen > Schedules view.
2. Select a schedule record and click the All Exceptions view tab.

   Schedule exceptions define non-work dates (for example, holidays) in a work schedule and special work days in a non-work period.

3. Add a record and complete the fields as appropriate.
4. Click the Exception Hours subview tab. Add a record and complete the fields as appropriate.

To define products covered in an entitlement template

1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
2. Select an entitlement template record and click the Products view tab.
3. Add a record and complete the fields as appropriate.

CAUTION:  If you follow this procedure and then create an agreement line item with the product, then you cannot automatically associate the entitlement with the line item by following the procedure To automatically create entitlements for an agreement line item. For that procedure to work, you must first associate the entitlement template with the product. For more information, see To associate an entitlement template with a product.

To define service billing details for entitlement templates

1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
2. Select an entitlement template record and click the Service Details view tab.
3. Add a record and complete the fields as appropriate.

To define exceptions for a service activity

1. Select an entitlement template record and click the Service Details view tab.
2. Select a record. In the Time Exceptions subview, add a record and complete the fields as appropriate.
3. From the drop-down list at the top of the Time Exceptions list, select Expense Exceptions.
4. Add a record and complete the fields as appropriate.
5. From the drop-down list at the top of the Expense Exceptions list, select Product Exceptions.
6. Add a record and complete the fields as appropriate.

To define special pricing for entitlement templates

1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
2. Select an entitlement template record and click the Pricing Details view tab.
3. Add a record and complete the fields as appropriate.

   For information about the role of Pricing Details records, see Pricing Details Subview.

To define preventive maintenance plans covered by entitlement templates

1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
2. Select an entitlement template record and click the Preventive Maintenance view tab.
3. Add a record and complete the fields as appropriate.

To associate an entitlement template with a product

1. Navigate to the Administration - Contracts screen > Entitlement Templates view.
2. Select an entitlement template record and click the Products view tab.
3. Add a record and complete the fields as appropriate.