Bookshelf v7.5: Entitlements View

The 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 Subview

The Accounts subview associates accounts with specific entitlements. Table 56 describes the items in accounts records.

Table 56. Selected Items in the Accounts Subview
Items	Function
All Contacts	Indicates all contacts associated with this account are covered by this entitlement. Entitlement verification uses this information (see Verify Button).
All Products	Indicates all products are covered by this entitlement. Entitlement verification uses this information.

Entitlement Details Subview

The Entitlement Details subview displays additional details for a selected entitlement. Table 57 describes items in entitlement detail records.

Table 57. Selected Item in the Entitlement Details Subview
Item	Description
Current Qty	Enter the current quantity covered by the entitlement. Your Siebel application does not automatically update the current quantity. You must update it manually each time it changes.
Initial Qty	Enter the initial quantity covered by the entitlement.
Override Activity Flag	Determines whether the rate and cost lists specified in this entitlement override the rate list and cost list specified for a service request.

Products Subview

The 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 set, and the entitlement is valid only for specific products or assets.

NOTE: Agreements > Line Items (see Line Items View) specifies the products purchased or provided under this agreement. Agreements > Entitlements > Products defines the level of service provided for each product and asset associated with the agreement.

Contacts Subview

The 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 set and the entitlement is valid only for specific individuals.

Metrics Subview

The 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 (see Service Requests View). This is the only entitlement metric is used directly to determine a level of service.

Service Details Subview

The Service Details subview defines the billing terms for service activities covered by the entitlements. Table 58 describes items in Service Detail records.

Table 58. Selected Items in the Service Detail Subview
Item	Description
Expenses Billable	Indicates the service expenses under this entitlement are billable to the customer.
Maximum Expense Discount	Limit of expense discounts that a customer may receive for a selected activity type.
Maximum Time Billable	Limit of time charges that a customer may receive for a selected activity type.
Parts Billable	Indicates the parts provided under this entitlement are billable to the customer.
Service Charge	Fixed charge included in the invoice. This may be the only charge if service is based on a flat rate.
Time Billable	Indicates time (labor) under this entitlement is billable to the customer.

Price Details Subview

The 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; it requires the Siebel Pricing Configurator.