What are entitlements?

Service entitlements are benefits or privileges you provide to employees when you extend service to them.

A milestone is a type of entitlement that identifies service levels your organization has committed to its employees, and is tracked when providing service in the context of a help desk request.

Here's the ready-to-use milestones you get with the application:

• First Response Metric: Tracks how quickly you agree to respond to an employee after the help desk request is received.

• Resolution Metric: Tracks how quickly you must resolve the help desk request for the employee.

In addition, you can also set up administrator-defined milestones that define other service levels you want to track for your employees.

When you create a help desk request for an employee, milestones are automatically assigned to the help desk request based on the defined service coverages. You can apply milestones to a help desk request by defining the coverages as follows:

• Standard Coverages, which act as templates.

• Default Coverages, specify a standard coverage template as a global default that's applicable to all help desk requests.

• Subscription Coverages (or Service Contracts), which you can optionally create to apply coverages only to specific assets or products owned by a customer.

  Note:

  New customers are automatically opted-in to use Subscription Management instead of Service Contracts. For existing customers implementing service entitlements for the first time, Oracle recommends the use of the subscription coverages. Customers already using Service Contracts are still supported, however new features such as product-based service level agreements (SLAs) are only available with Subscriptions. For more information, see How do I enable subscription coverages for entitlements?.

  When the same milestone exists in coverages at multiple levels, the subscription (or contract) values take priority over customer-level default values, which in turn take priority over global default values.