Work Order 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 work order entitlement process provides visibility into the available coverages to provide the right service to each customer.
The following personas are involved in the work order entitlement process:
• Call center agent or remote engineer
• Field or depot engineer
The following diagram displays the work order entitlement process.
The following steps explain the work order entitlement process:
1. Inherit entitlement from Case: The call center agent or remote engineer inherits the entitlement from Case.
2. If the Entitlement is sufficient, verify Service Entitlement and coverage dates. The call center agent or remote engineer verifies service entitlements and coverage dates for the Entitlement.
3. Review Milestones: The call center agent or remote engineer reviews the milestones.
4. Perform Auto-Entitlement, if the Entitlement is not sufficient in step-2: The call center agent or remote engineer performs auto-entitlement to populate the contact details.
5. Override using Interactive Entitlement: The call center agent or remote engineer overrides the details using the Interactive Entitlement if needed.
6. Verify Price book: The call center agent or remote engineer verifies the Price book whether Standard or from Warranty or Service Contract.
7. If Entitlement is sufficient, verify Service Entitlement and coverage dates: The call center agent or remote engineer verifies service entitlements and coverage dates for the Entitlement.
8. Review Milestones: The call center agent or remote engineer reviews the milestones.
9. Estimate Management, if the Entitlement is not sufficient in step-7: The call center agent or remote engineer proceeds for estimate management if the entitlement is not sufficient.