Automatic Work Order Entitlement Using Service Contracts and Warranties

A system administrator configures an auto-entitlement rule for Work Orders using Service Contract and Warranty as the coverage type and sets Perform Auto Entitlement to True on Service Product and Work Plan Assignment records. When a Work Order is created for Soniscape SSI 1000 at Life Line Installed Product , the entitlement engine validates the Installed Product's Account, Location, and Contact against active coverage. The Account matches Life Line under the Platinum Service Contract, the Location matches the covered hospital site, and the Contact matches an entitled biomedical engineer.

The system then automatically applies the Platinum Service Contract coverage to the related Service Products and Work Plans based on configured preferences. For more information, see Entitlement Rule Execution Process using Service Contract and Warranty Coverage and Creating or Editing Auto-Entitlement Work Order Rules.

Performing interactive entitlement on a Work Order to view, compare, and assign coverage

The Soniscape SSI 1000 Installed Product at Life Line is covered by both a manufacturer warranty and Iniscope International's Platinum Service Contract, and a Work Order is raised for a repair on the unit. The Customer Service Representative (CSR) needs to confirm which coverage applies before the visit so labor and parts are billed correctly and SLA terms are honored.

In the Work Order, the CSR reviews the eligible Service Contracts and Warranties for each Service Product and Work Plan, checks how each contract qualified (by Account, Contact, or Location) and how many service units remain, compares coverage percentages across the filtered contracts and warranties, and assigns the Platinum Service Contract as the applied coverage. The decision is recorded against the Work Order so downstream pricing, SLA, and audit reporting reflect the customer-approved coverage.

For more information, see Performing Interactive Entitlement for Service Product and Work Plan, Filtering and Comparing Available Coverages, and Assigning or Reassigning Entitlement Coverage.

Reviewing work plan labor rates and price book source during entitlement

A CSR at Iniscope International is preparing a quote for Life Line hospital for repair work on a Soniscape SSI 1000. Before sharing the approximate quote, the CSR needs to confirm the labor price and coverage percentage that apply under Life Line's Platinum Service Contract.

In the interactive entitlement screen for Life Line's Platinum Service Contract, the CSR reads the labor coverage percentage, then selects the Work Plan Price icon and reviews the price book source and the active labor rate entries for the work plan to calculate the approximate labor price, all without leaving the entitlement view or opening separate price book records.

For more information, see Work Plan Pricing Visibility in Entitlements.

Entitling a service product added during an on-site visit

A Field Service Engineer at Iniscope International is on site at Life Line for a scheduled Soniscape SSI 1000 transducer replacement. While diagnosing the unit, the engineer determines that an imaging calibration is also needed to return the system to spec, and Life Line approves the additional work over the phone. Without leaving the site or creating a separate Work Order, the engineer adds the calibration service product to the existing Work Order. Two outcomes are possible:

Flow 1: The system auto-assigns the correct work plans, performs auto-entitlement, and shows the new line as covered by Life Line's Platinum Service Contract.

Flow 2: The system auto-assigns the correct work plans, performs auto-entitlement, and shows coverage as Not Covered. The Field Service Engineer contacts the back-office administrator, who runs interactive entitlement to find alternative coverages available for the imaging calibration for Iniscope International at Life Line. The administrator reassigns the entitlement from No Coverage to Life Line's Platinum Service Contract and records the reassignment details in the user notes.

For more information, see Performing Interactive Entitlement for Service Product and Work Plan from a Work Order, Line Level Entitlement, and Adding User Notes During Interactive Entitlement.

Assigning included services to Product Service lines for accurate coverage and pricing

A Field Service Technician at Iniscope International is dispatched to Life Line hospital for a single visit on a Soniscape SSI 1000 Installed Product that covers two activities: replacing the transducer and performing an imaging calibration. Each activity is covered differently under Life Line's Platinum Service Contract, and the calibration is capped at four visits per year.

Working at the Product Service line level on one Work Order, the technician or Service Coordinator associates the appropriate included service from the Service Contract with each PS line, so each activity is priced and billed against the correct coverage without splitting the visit into multiple Work Orders or making manual adjustments. Before the calibration line is committed, the Service Manager sees how many calibrations remain on Life Line's contract, so the team stays within the contracted limits and avoids billing disputes for over-consumed services.

For more information, see Included Services for Product Service Lines and Performing Included Service Entitlement for Product Service Lines.