Create Standard Coverage

You can create multiple standard coverage templates for the different service levels that you want to provide to a customer.

Before creating standard coverage templates, ensure that you have defined these:

• Business Processes: Business processes are an aggregation of service activities applicable for Depot Repair, Field Service, and so on.
• Service Activities: Service Activities are the representation of the activities performed by a service technician, field service technician, the customer, or customer support executive, like labor activities, toll expense, parts return, and so on.
• Time Zones
• Service Request Severity
• Billing Types: All Service Activities must be associated with a Billing Type. The Billing Type indicates which type of activity is performed, for example, labor, material charge, or expense.
• Price Lists
• Adjustment Type
• Adjustment Basis
• Entitlement Type

Here are the steps to create standard coverage:

1. Navigate to the Subscription Configuration work area.
2. Select the Standard Coverage in the Entitlements Management section.
3. On the Manage Standard Coverage page, click Create Standard Coverage.
4. Enter template name, description, and start date.
5. Select an entitlement type.
6. Click Save and Continue.

You can follow these steps to add entitlements:

1. On the Edit Standard Coverage page, select Entitlement Rules, and click Actions > Add Row.
2. Select the appropriate conditions from the Entitlement Rules section.
3. Select the appropriate result columns and click Save.

You can add more entitlement rules in the Entitlement Rules section.

The criteria in the Condition column are matched against the attributes of transactions, such as a service request, and the application’s Resolution Times and Reaction Times for the time zone are returned to the requesting application.

The requesting applications are Fusion Service (formerly B2B Service) and Service Logistics.

In the Entitlement Rules you can mention the following:

• Coverage Calendar: This is the Availability Calendar.
• Reaction Times: These define the amount of time by which an action must be initiated for a requested process. Reaction times are tied to severity.
• Resolution Times: These define a fixed time, according to the contract, by which normal operation should be restored. The Resolution Times are made available to other functions.

Note: You can edit the condition and result columns applicable for your entitlements by modifying the Subscriptions Entitlements Matrix Class.