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Siebel Field Service Guide > Agreements >

Setting Up Entitlements

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Follow these procedures to set up entitlements.

To set system preferences for the Verify entitlements button

Navigate to Site Map > Application Administration > System Preferences.
Query the system preferences for entitlements.

Enter Entitlement* in the System Preference Name field.

The query finds the system preferences described in System Preferences for Verifying Entitlements.

Select TRUE or FALSE for the System Preferences Value field.

To define entitlement templates

Navigate to Site Map > Service Administration > Entitlement Templates.
Create an entitlement template record.

The Name field shows an automatically assigned template number.

Change the Name field value to an identifiable name for the template, as needed.
Enter values for the other fields, 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

Navigate to Site Map > Service Administration > Entitlement Templates.
Select an entitlement template record.
Click the Metrics view tab.
On the Metrics view tab, create a metric record.
Enter values for the required fields.

To define service hours

Navigate to Site Map > Service Administration > Schedules.
Create a new schedule record.
Enter values for the required fields.
To define the time periods in a schedule, click the Schedule Hours view tab.
Create a new schedule hours record.

Each schedule hours record defines a time period in a schedule, in terms of hours in a day.

Enter values for the required fields.

To define exceptions to schedules

Navigate to Site Map > Service Administration > Schedules.
Select a schedule record.
To define a schedule exception, 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.

On the All Exceptions view tab, create a new schedule exception record.
Enter values in the Name and Description fields.
To define the dates and times for an exception, click the Exception Hours subview tab.
Create a new exception hours record.
Enter values for the required fields.

To define products covered in an entitlement template

Navigate to Site Map > Service Administration > Entitlement Templates.
Select an entitlement template record.
Click the Products view tab.
Create a product record.
In the Add Internal Products dialog box, select a product, and then click OK.

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. See To associate an entitlement template with a product.

To define service billing details for entitlement templates

Navigate to Site Map > Service Administration > Entitlement Templates.
Select an entitlement template record.
Click the Service Details view tab.
Create a Service Details record.
Select an activity type for the Type field, enter values in required fields, and select check boxes as needed.

NOTE:  Service Details apply to the selected activity for a specific entitlement. To define exceptions for a service activity, see To define exceptions for a service activity.

To define exceptions for a service activity

Navigate to Site Map > Service Administration > Entitlement Templates.
Select an entitlement template record.
Click the Service Details view tab and select a Service Details record.
The appears below the Service Details list.
On the Time Exceptions subview tab, create a Time Exceptions record.
In the Type field, select a project.
Enter values for the other fields as needed.
From the drop-down list at the top of the Time Exceptions list, select Expense Exceptions.
Create an Expense Exceptions record.
In the Expense field, select an expense type.
Enter values for the other fields as needed.
From the drop-down list at the top of the Expense Exceptions list, select Product Exceptions.
Create a Product Exceptions record.
In the Product field, select a product type.
Enter values for the other fields as needed.

To define special pricing for entitlement templates

Navigate to Site Map > Service Administration > Entitlement Templates.
Select an entitlement template record.
Click the Pricing Details view tab.
Create a Pricing Details record.
In the Product field, select a product.
Enter values for the fields that determine the pricing of this product when combined with the service product: Type of Calculation, Target Price, and Adjustment Value.

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

To define preventive maintenance plans covered by entitlement templates

Navigate to Site Map > Service Administration > Entitlement Templates.
Select an entitlement template record.
Click the Preventive Maintenance view tab.
Create a preventive maintenance record.
In the Add Preventive Maintenance Plans dialog box, select a preventive maintenance plan and click Add.

To associate an entitlement template with a product

Navigate to Site Map > Product Administration.
In the More Info tab's Show drop-down list, select Product Entitlement.
In the More Info list, create a new record.
In the name field, select an entitlement template.

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