Entitlement
The Asset 360 Entitlement Engine allows field service businesses to improve service revenue by not giving away free service. It correctly associates the services a customer is entitled to, so that call center agents and technicians know and provide the right level of service.
Asset 360's Entitlement Engine is a combination of automation and informed decision-making. It allows you to do the entitlement verification interactively or automatically. You can check entitlements on a Case, Work Order, or Return Order object. In the interactive entitlement process, all relevant warranties and service contracts are listed, based on various filter conditions that can be pre-configured or applied at runtime by the user. In the auto-entitlement process, you can create rules to automate entitlement checks for a Case, Work Order, or Return Order object. By using the auto-entitlement option, the application draws on predefined rules to select the right entitlement.
Advantages of Entitlement
A good entitlement engine provides the following advantages to service organizations:
• Helps the business to avoid providing service for free, leading to revenue leakage.
• Improves customer satisfaction by helping customers understand exactly what service they are entitled to and setting the right expectations.
• Helps service organizations to expedite the billing process to reduce Days Sales Outstanding (DSO) for the service provided.
Use Cases for Asset-Based Entitlements
The following are use cases for asset-based entitlements:
• Ability to apply standard warranty on newly sold assets.
• Ability to apply service contract for assets that are outside of warranty but have valid service coverage via a service contract.
• Ability to prioritize between asset warranty and service contract when an asset has both types of coverage.
• Ability to exclude warranty types such as Supplier Warranty, so that entitlement engine only checks for warranties that a customer is eligible for.
• Ability to apply additional filters to look for expired or future contracts and warranties.
• Ability to apply entitlement by root or parent asset when a case or work order is created for subcomponent.
Use Cases for Account-Based Entitlements
The following are use cases for account-based entitlements:
• Ability to apply service contracts for Accounts records when service organizations don't track individual assets. In this case, you do not need to define assets on service contracts; instead, you can have service contracts and related entitlements.
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The Asset 360 Entitlement Engine does not work on Entitlement directly linked to Account or Asset without a Service Contract.
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