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Creating Entitlement Templates

Entitlement templates allow you to predefine entitlements that specify the type of service provided. An entitlement template includes information about the default coverage for the accounts, contacts, preventive maintenance, billing, products, and pricing.

NOTE:  Entitlement templates are not limited to service products. You can use them for sales products to allow entitlement-based pricing in quotes and orders. For more information, see Configuring Auto-Entitlement for Quotes and Orders.

For example, your organization sells a range of products and associated service products for after-sales service. You can create a service product, such as Bronze Service, as an entitlement template and associate this service product with a service product that includes a price for the after-sales service package. The package can denote the availability of technical support, a preventive maintenance schedule, and whether parts and labor are additional costs.

When you use automated entitlement (by clicking the Auto Entitlement button in the Line Items view of the Agreements screen), the correct entitlements are automatically located from the entitlement templates that correspond to the service products in an agreement.

This task is a step in Process of Administering Entitlements.

To create an entitlement template

1. Navigate to the Administration - Contracts screen, then the Entitlement Templates view.
2. Create a new entitlement template record, and complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Name	Displays an automatically assigned template number that you can change to an identifiable name for the template.
   Units	Select the unit of measurement for the initial covered quantity. Values include Calls and Service Requests.
   Initial Quantity	Type the number of covered units in the entitlement.
   Service Hours	Select the hours of service that the entitlement covers. For example, a service package might cover only 5 days a week between the hours of 9:00 A.M. and 5:00 P.M. The service hours influence the committed date and time for responding to the service request. You add service hours schedules in the Schedules view of the Administration - Service screen.

3. In the More Info view, complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Billable	Select this check box to indicate services that this entitlement provides are billable to the customer.
   Activity Override	Select this check box to indicate the rate and price lists for the entitlement override the rate and price lists for a service request. For entitlement-based invoicing, select this check box.
   Account All Contacts	Select this check box to indicate the entitlement covers all contacts associated with the account. The effect is to select the All Contacts check box in the Accounts view in the Entitlements view in the List view of the Agreements screen.
   Account All Products	Select this check box to indicate all products associated with the account under this entitlement are covered. The effect is to select the All Products check box in the Accounts view in the Entitlements view in the List view of the Agreements screen.
   Include Contact	Select this check box to indicate the entitlement automatically covers the contact from the agreement header.
   Contact All Products	Select this check box to indicate the entitlement automatically covers all products for the contact. The effect is to check the All Products check box in the Contacts view in the Entitlements view in the List view of the Agreements screen.