Auto-Entitlement Rules
Auto-entitlement rules enable your organization to perform entitlements for Cases and Work Orders automatically when the cases or work orders meet your pre-defined qualification criteria. This saves significant time during call center interactions with customers and avoids errors caused by end users. Moreover, ServiceMax allows you to define multiple rules to meet the automatic entitlement needs of various groups within your organization.
One of the most significant benefits of deploying auto-entitlement rules is that customers are automatically entitled when they log cases from the ServiceMax customer portal. This enables your organization to take the corrective action on the Cases or Work Orders directly without having to spend time in customer interaction cycles.
To understand how the auto-entitlement rules are used dynamically, see Case Entitlement and Work Order Entitlement.
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The auto-entitlement feature for Case object is available only if allowed by your ServiceMax license. Contact your ServiceMax admin to know the type of license used by your organization.
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Auto Entitlement Rules for Case
To view the auto-entitlements page, go to Home > ServiceMax Setup > Warranties & Service Contracts > Auto Entitlement Rules - Case. You can define rules based on Case information to perform automatic entitlement for created cases.
Auto Entitlement Rules for Work Order
To view auto-entitlements page, go to Home > ServiceMax Setup > Warranties & Service Contracts > Auto Entitlement Rules - Work Order. You can define rules based on Work Order information to perform automatic entitlement for created Work Orders.
In the auto-entitlement screens (Cases and Work Orders), you can perform the following actions:
• To create a new auto-entitlement rule, click New Rule.
• To edit an existing auto-entitlement rule, select the rule from the list and then click Edit Rule.
• To remove an auto-entitlement rule, select the rule from the list and then click Delete Rule.
• Click the Save button to save the rule.
• Click the Cancel button to cancel the rule.
• Click the Rule Sequence button to change the order sequence of the rules.
• Click Back To Setup Home to return to the ServiceMax Setup home page.
| | Considering the unique nature of auto-entitlement rules, the ServiceMax installation does not create any pre-configured rules. All auto-entitlement rules must be created based on your organization’s requirements. |