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Persona
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Roles
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Responsibilities
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Administrator
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System Administrator
Service Administrator
Business Administrator
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• Creates and manages Warranty Terms, including coverage start dates, counter-based coverage, applicable products, and covered Work Plans.
• Creates and manages Service Plans with service offerings and Work Plan offerings.
• Manages Service or Maintenance Contracts with covered products, entitled contacts, covered locations, covered Work Plans, SLA Terms, and price book association.
• Configures auto-entitlement rules for Cases and Work Orders, including the after-save webservice setup.
• Configures entitlement rules for Work Plans and Service Products added to Work Orders and Service Requests, including match-field selection, Work Plan coverage, and warranty or service contract coverage identification.
• Manages Interactive Entitlement Settings.
• Configures Select Entitlement Lightning Web Components for interactive entitlement of Service Products and Work Plans on a Work Order.
• Configures the Check Entitlement / PS wizard step for interactive entitlement of components and Product Service Work Detail lines on a Work Order.
• Configures Entitlement APIs for custom integrations.
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End User
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Customer Service Representative (CSR)
Contract Manager
Back Office Administrator
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• Creates, renews, and amends Service or Maintenance Contracts.
• Maintains covered products, entitled contacts, covered locations, SLA Terms, covered Work Plans, and price book associations on contracts.
• Performs a manual entitlement check on a Work Order or Case when auto-entitlement is not performed at creation.
• Performs interactive entitlement checks for components on Cases and Work Orders to review coverage details or to reassign coverage.
• Performs interactive entitlement checks for Service Products and Work Plans added to Work Orders to review coverage details or to reassign coverage.
• Compares recommended service contracts and warranties based on coverage details, available units, and applicable pricing, decides whether to reassign or remove coverage, and captures user notes.
• Verifies entitlement status on Work Orders before release to dispatch and confirms that SLA commitments are aligned with coverage.
• Reviews entitlement history, user notes, response and resolution metrics, and contractual uptime reports for audit, customer queries, and quarterly customer reviews.
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