Entitlement Service Assignment Rules
The Entitled Service Assignment Rules allows the Entitlement engine to assign the Entitled Services on Case, Work Order, or Return Order. If the entitlement engine finds more than one service entitlement record on the contract, the engine applies service entitlement assignment criteria to identify the match. The rules improve user efficiency and avoid errors that lead to providing free services.
Entitled Services Assignment Rules are applied by the Auto-entitlement engine to qualify the right Entitled Service when more than one Entitled Service is available on a qualified Service Contract.
A Service Contract has multiple Assets covered, and each Asset has its own set of application services. When a Case or Work Order is created, based on the qualifying criteria, you want to apply the correct entitled service along with the Service Contract.
Use Cases
The following list explains the use cases for the Entitled Service Assignment Rules:
• Assign Emergency service when a Customer calls in with a P1 emergency or Machine-down situation
• Assign regular onsite, when a Customer calls in with a regular break-down
Working with Entitled Service Assignment Rules