Today we will be reviewing a new feature that have been introduced as part of the Spring ’14 Update; entitlements. They are similar to service contracts, but have enhanced functionality. With the new functionality of entitlements, you can:
- Allocate how much service an account entitled to
- Limit the amount of service per product for an account
- Specify which contacts are entitled to a service within the account
- Specify the amount of service by channel
- Set up entitlement templates for quick entitlement setup
So, compared to a service contract where only the amount of service can be specified for an account, entitlements provides the facility to really fine-tune the service provided. Let’s explore how to use entitlements:
Creating an Entitlement
- To create an entitlement, navigate to the account for which you want to create an entitlement.
- Look for the entitlement area.
- Click on the + to create a new entitlement.
- Name: this is the entitlement name
- Primary Customer: the entitlement customer
- Start Date: effective start date for the entitlement
- End Date: effective end date for the entitlement
- Restrict based on entitlement terms (Yes/No – Optional): Whether the system will restrict case creation based on the entitlement terms
- SLA (Optional) – associate an SLA with the entitlement if required
- Owner: entitlement owner
- Description (Optional): entitlement description
- Allocation Type (Number of cases / Number of hours): specify how the entitlement would be calculated
- Decrease Remaining Time on (Case Resolution / Case Creation): specify when the entitlement should be consumed
- Total Terms: Specify how many hours or cases are allocated to the entitlement
- Remaining Terms: calculates how many hours or cases are left from the allocated terms
5. Save the entitlement.
6. Once the entitlement is saved, make sure you click on the activate button, for the entitlement to be active.
Working with Entitlements
To see how entitlements work, let head back over to the account. The entitlement shows up in the list of entitlements for the account.
If you notice, the remaining terms says 10, which is equal to the total terms, as we have just setup the entitlement.
Let’s go ahead and create a case for this account.
- Make sure the account is filled in.
- The entitlement to be consumed is selected.
- Fill in the relevant fields and save the case.
On saving the case, the entitlement should get consumed, as our entitlement is based on case creation.
Going back to the entitlement, we see that our remaining terms have been adjusted.
That’s how entitlement works. If we create 9 more cases, for the next case, it will stop us from creating any more cases, as we have set the Restrict Based on Entitlement terms to Yes.
However, if you do set the Restrict Based on Entitlement terms to No, and create more cases than the total terms, then this is how the entitlement will look like – the remaining terms shows a negative figure.
Remember – To make changes to an entitlement, you would need to de-active it, make the change, and then activate it again. If you are interested in learning more about entitlements, look to our our deep-dive blog on further advanced features– namely, channel, products and contacts.