Contracts and Entitlement Workflows
Manage the life cycle of customer service contracts and entitlements from offer creation to contract generation.
Contracts and entitlement workflows help in efficiently managing the complete life cycle of customer service contracts and entitlements from offer creation to contract generation. After the customer has specified their catalog items for service contracts and entitlements, these workflows facilitate the creation of orders for those items through order orchestration and the generation of transactional customer contracts.
The workflows in this application enable you to modify contracts, contract lines, and entitlements. Contract offers are subscription plans or service plans detailing the precise services that a customer is entitled to as specified in a contract. These offers include details like scope of services, time lines, pricing, and other special terms. Contract offers can be offered independently or combined with other services or products. Entitlement offers are specific terms and service levels that customers are entitled to under a contract.
Key features
- Generating new customer contracts and entitlements: Enables the complete end-to-end sales and order management process to generate new customer contracts and entitlements.
- Create and manage subscription contracts: Customers can create contracts to manage subscription, support, and maintenance contracts. Customers can create these contracts from product inventory records and also manage these contracts by modifying, renewing, or canceling them.
- Integration with Customer Service Management modules: Integrates product catalog management, order management, and contract management to deliver a seamless capability to support selling of service contracts and entitlements.
- Customizable workflows: Provides the flexibility to accommodate changes in the data model, such as the addition of custom fields.
- Modifying Contracts and Entitlements: Manage changes in contracts and entitlements. If the customer wants to modify service contracts such as changes in coverage or other specific terms, these changes can be managed using order management. You can also suspend, resume, and cancel them based on your requirement.
- Renewing services: You can renew sold product service contracts and other entities based on your requirement.
- Covered products: Covered products are specific sold products or order line items that are included in a service contract. Covered products can be directly tracked through the contract records, facilitating changes and visibility of what is covered.