1. Using Subscription Management
  2. Coverage Entitlements

Coverage Entitlements

You can define standard coverages with entitlement rules and you can associate multiple coverages at the global or customer level, specific to the coverage product.

You can also provide users with configured entitlements processes. These processes support entitlements verification in an external customer service environment along with a list of exceptions mapped to the calendar or coverage time referred in an entitlement row.

Subscriptions receive details of entitlements provided to customers, during sales of coverage products, through service requests. The entitlement details can be coverage and can have various response times, such as first response, resolution, workaround, and so on.

You can add coverage entitlement to a specific coverage product and can move to another coverage from the existing list. You can provide entitlement details on these covered level types:

  • Asset

  • Product

  • Party

  • Customer account

  • Party site

  • Asset Group

  • Product Group

By default, the application supports entitlement details for asset and product. See the Enable Entitlements Support for All Covered Levels topic to enable entitlement support for party, customer account, party site, asset group, and product group.

Use coverage-based services to:

  • Create and manage included and extended warranties.

  • Track coverage entitlements.

  • Price and bill for one-time and recurring charges.

  • Renew coverage-based services.

  • Retain independent control on lines.

You can create custom attributes and use them in coverage templates to filter entitlements as per your business needs.

Let’s consider an example where multiple coverages are applied to the same customer asset. If you want to select a pricing adjustment from a specific coverage, you can identify that coverage using a custom attribute.

You can create and enable a custom attribute in the coverage template to identify which template should be used at the time of pricing the debrief charges in Oracle Service Logistics.

You can select the custom attributes in the Subscription Entitlements service mapper and then customize the Get Subscription Entitlements Algorithm to filter entitlements that are deemed not applicable as per business rules.

Covered Products

Subscription Management supports coverages that lets customers purchase support plans that cover services for products or assets for a given time period. A support plan might be, for example, an extended warranty for a laptop, for car repairs, or for appliance services. You can create coverage lines in a subscription that help you track and manage coverage terms with your customer. A coverage line can consist of products and assets.

You create a coverage line by adding a product to a subscription. Along with entering product basic information, you can configure various attributes of the product that include pricing and billing information, covered levels, coverages, and sales credit.

Covered Levels

You can integrate your products with Oracle Asset Lifecycle Management to select assets and keep them updated, for example, as warranty and coverage services terminate when the assets are terminated.

When you replace an asset with another asset in Oracle Asset Lifecycle Management, the application automatically terminates coverage on the existing asset and covers the new asset in an included warranty. Whenever an alternate asset is shipped, Oracle Asset Lifecycle Management creates an event for Subscription Management. This event is automatically interfaced with Subscription Management. You can access event details using the Reprocess Installed Base Updates page. You can view the replaced asset in the Covered Levels subtab.

Subscription Management only supports the one-to-one replacement of assets and associated asset components. In Subscription Management, you can only replace:

  • An asset with another asset

  • An asset with an asset hierarchy

    The replaced asset hierarchy retains the start date from the original asset. All asset components are assigned the start date set as one day after the asset transaction date.

  • An asset hierarchy with an asset

    An asset replaces the asset header in the hierarchy, and all other asset components in the asset hierarchy are closed.

  • An asset hierarchy with another asset hierarchy

    The entire asset hierarchy is replaced with another asset hierarchy, along with all its asset components. When an asset component transaction date is earlier than the current date, the application displays the asset components in the closed status. When an asset component transaction date is after the current date, the application displays the asset components in the active status.

Use covered levels to define what's covered under the service. The coverage dates of the covered levels can be independent of the header line.

You can use standard covered-level attributes, or any custom attribute created in a covered-level object, to search for a subscription in the application. To use covered-level attributes to search for subscriptions, go to Advanced Search, click Add and select the required covered-level attribute. The selected attribute is added as a search criterion in the advanced search options.

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