Case Entitlement
Managing entitlement is a crucial business process that helps service organizations to ensure that services are not given away for free and allow for service revenue to be generated. The case entitlement process provides visibility into the available coverages to provide the right service to each customer.
The call center agent is involved in the case entitlement process.
The following diagram displays the work order entitlement process.
The following steps explain the case entitlement process:
1. Create Case from Asset: The call center agent creates a Case from the Asset.
2. Auto-Entitlement for Case: The auto-entitlement engine runs for populating the case entitlement.
3. Verify Service Entitlement and coverage dates, if the Entitlement is found: The call center agent verifies the service entitlements and coverage dates if the entitlement is found to cover the Case.
4. Case Management: If the entitlement is not found, the call center agent proceeds for case management.