Defining Agreements

Select a template and then click the Copy from Template button to populate the agreement with information that is established in the selected agreement template.

Displays the renewal version of the agreement. When an agreement is first created, this value is set to 1. Each time you renew the agreement by clicking the Renew Agreement button, the CRM system increments this value by 1.

Select either Site or Contact to indicate if the agreement applies to sites or callers (contacts). If you select Contact, enter the maximum number that would be allowed to call within the scope of the agreement.

Select from Pending, Pending Activation, Action Required, Active, or Closed.

There are no system processes that change the status value of the agreement, but you can manually change the status. When an entitlement search is performed for a case or a service order, the CRM system includes only agreements with an Active status that are effective on the date that the search is performed.

If this check box is selected the agreement was created through PeopleSoft Order Capture.

Click this link to go the Contract Information page. Use this page to view contract information associated with the contracts business unit, general ledger business unit, and contract details. This applies only when integrating to the Contracts module in PeopleSoft Financials.

Click the Search button to select the name of the customer. Customers are established by using the Customer EIP, the Company component (select select Customers CRM, then select Add Company) or the Consumer component (select select Customers CRM, then select Add Person).

Click the Search button to select the name of the customer's agent. This is the person to contact about agreement administration issues, such as renewing and remitting payment for agreements.

You define contacts by using the Contact component or the Contacts page of the Company, Consumer, or Site component.

Select the customer site that is associated with the contact. You establish this relationship by using the Customers page of the Contact component.

Enter the telephone information for the customer's contact. If you select a contact, the CRM system populates these fields with the primary telephone information of the person's role as a customer's contact. You can modify this information as needed.

Click the Search button to select the name of the contact. You define contacts by using the Workforce component (select Workforce, Create Worker).

Enter the telephone information for the contact. If you select a contact, the CRM system populates these fields with the primary telephone information of the contact. You can modify this information as needed.

Select if this person is the primary caller.

Enter the name of a person who is entitled to request support that is defined by the agreement lines. Named callers must first be established as contacts by using the Contact component or the Contacts page of the Company, Consumer, or Site component. The number of contacts that you specify cannot exceed the number of maximum contacts that are recorded on the Agreement page.

Displays a unique value that is generated by the CRM system for each caller when the agreement is saved. Customers calling to request support under the terms of the agreement provide their PIN to your customer service representative (CSR). The CRM system uses the PIN that the CSR enters on cases to identify the agreement that defines the customer's entitlements.

Enter the name of the site that is covered by this agreement. The CRM system displays the site ID of the selected site automatically.

Displays a unique value that is generated by the CRM system for each site when the agreement is saved. Customers calling to request service under the terms of the agreement provide the SIN to your CSR. The CRM system uses the SIN that the CSR enters on cases or service orders to identify the agreement line that defines the customer's entitlements for a particular site.

Select a default entitlement plan to populate the grid initially. You define entitlement plans on the Entitlement Plan Setup page.

The list of entitlements in the grid becomes the default entitlement set for each new line that is added on the Agreement Line page.

Add or delete entitlements on each agreement line to define the final set of entitlements that is contractually owed to the customer. Each line in the grid is associated with the entitlement information that is defined on the Entitlements page.

Click the Lookup Entitlement Name button to locate entitlements that you want to add to the Entitlements grid.

Select the person type. Available choices are Employee, Contingent Worker, and Person of Interest.

Select the status of the worker.

Displays the method of purchasing the service or support offering for an agreement or agreement service transaction.

Displays the amount paid per unit of work or per unit of time, depending on the purchase option of the agreement.

Rates that are retrieved from an agreement service pricing record with a flat purchase option can be by the hour, case, or service order. Rates that are retrieved from an agreement service pricing record with a time and material purchase option can be per unit of time—hour, day, week, month, or year.

Displays the transaction purchase option, the price per unit, the total transaction price and the currency.

The currency that is displayed for the rate reflects the currency that is entered on the Billing page of this component.

Displays the amount of the prepaid quantity that has not been used. For field service agreements, the prepaid quantity is in units of service orders or hours.

For example, the CRM system reduces this quantity each time a user saves a new service order that is covered by the agreement line. If the service order is canceled, the CRM system readjusts the remaining quantity accordingly.

For support agreements, the prepaid quantity is in units of cases or hours. Workflow processes must be implemented to update remaining quantity on support agreements.

Displays the base price for the service or service product combinations of the agreement line.

Displays the sum of the uplift and discount percentage values that are associated with the entitlements on this agreement line after clicking the Calculate Final Price button.

Displays the subtotal for the agreement line after the base price has been adjusted by the entitlement uplift or discount.

Select the positive (+) or the negative (–) sign from the drop-down list box and then enter a percentage by which you want to adjust the price of the agreement line.

Select the positive (+) or the negative (–) sign from the drop-down list box and then enter an amount by which you want to adjust the price of the agreement line.

Select the reason that you are making the adjustment. If the reason is not listed in the drop-down list box, click the Other link and enter the reason you are making the adjustment.

Displays the final price for the agreement line.

Click this button to calculate the final price for the agreement line. The system retrieves all appropriate service or service/product prices, calculates subtotals and adds and subtracts any discounts or adjustments that you have made to the base price.

Select the customer that should be billed for the service. The primary customer appears by default in this field.

Select the contact that should be billed for the service. The primary contact appears by default in this field.

Select the bill to customer address to which the bill should be sent. The primary bill to address appears by default in this field.

Select the currency that the customer is using for the transaction.

The currency name appears to the right of the field. When the information is sent to PeopleSoft Contracts, the system prints the name of the currency on the invoice. The base currency of the sold to customer appears by default in this field.

Enter the customer-provided purchase order number.

Select if the customer intends to pay for the service by invoice.

If you selected the Invoice option, use this field to select the payment terms for the invoice (for example, NET30 - Due in 30 days). The payment terms appear on the invoice that is sent to the customer.

Select if the customer intends to pay for the service by credit card. The system displays the Credit Card Information link after you select this option.

Click to access the Credit Card Details page, where you enter credit card authorization information, such as the card type, card number, expiration month and year, and card verification number.

The system populates the name of the cardholder, email address and phone number of the bill to contact (selected on the Billing page). It also populates the bill to address as the default address for the new credit card. You can enter a new address, or click the Edit link to update the selected address in the corresponding Person record.

The system displays the authorization status, date, and code on the Transactions Results page after you click the Submit Transaction button on the Credit Card Details page.

The Credit Card Details page is also used in the Case component to submit customers' credit card information for authorization purposes.

See Credit Card Information Page.

Click this link to access the Tax Parameters page. Use this page to indicate whether the customer is exempt from taxes. If the customer is tax exempt, enter the exemption certificate number and tax code that the customer supplies to you.

The system uses a default tax code based on the customer's address; however, you can override it by choosing another value.

Select the schedule to indicate the way in which the revenue needs to be recognized in the general ledger. The system synchronizes this information from the general ledger.

Click the Expanded button to the left of the Line column to view all billable amounts that were included in the price for a given fee.

Select the positive (+) or the negative (–) sign from the drop-down list box and then enter the number by which you want to adjust the price of the agreement line.

Enter the number, either a percentage or an amount, by which you want to make an adjustment.

Select Percent or Amount.

Select the reason for the adjustment. These values are user-definable. You define reason codes on the Reason Code page (select select Set Up CRM, then select Common Definitions, then select Codes and Autonumbering, then select Reason Codes). Use Agreement Billing Adjustment, Case Billing Adjustment or Svc Order Billing Adjustment as the reason type when you set up your reason codes.

See Setting Up Reason Codes.

If the predefined values for the Reason field do not describe the reason for the adjustment, click this link to access the Other Reason page where you can enter a unique description of the reason.

This value is calculated when you click the Recalculate Totals button. The system sums the total of the price, plus or minus any adjustments.

Click this button any time there is a change to the Billing Details grid that impacts the price or the currency code. The system recalculates the total cost of the fees.

Click this button to clear the adjustments that were made and return to the original total amounts.