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, be sure 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

To create billing types and business processes, see the Getting Started with Service Logistics Cloud Implementation guide.

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

To add entitlements:

On the Edit Standard Coverage page, select Entitlement Rules, and click Actions > Add Row.
Select the appropriate conditions from the Entitlement Rules section.
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, like 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.

The Adjustments tab in the Standard Coverage section lets you specify billing adjustments for work performed on covered products, for various business processes and service activities. The Subscription Management-Service Logistics integration uses these coverage adjustments to accurately determine service entitlements when a repair activity or field service activity is completed.

Navigate to the Subscription Configuration work area.
Select Standard Coverage in the Entitlements Management section.
On the Manage Standard Coverage page, click a template name you want to edit. Or, click Create Standard Coverage to create a new template.
On the edit or create page page, click the Adjustments tab
Select a business process from the Business Process drop-down list.
Select a service activity type from the Service Activity drop-down list.
Select a value from the Billing Type drop-down list. The values in this field are displayed based on your selection in the Service Activity drop-down list.
Select a value from the Adjustment Type drop-down list to add the markup or discount for the service activity.
Enter a percentage value in the Value field.
Select a value from the Adjustment Basis drop-down list.
Select the Allow custom adjustments check box to indicate if custom adjustments are allowed for standard coverage.
Enter the start and end date.
Click Save and Close.

Note: To support custom requirements for your implementation, you can extend standard coverages using Application Composer. Standard Coverage also is a REST-supported object.