Awesome.
In this section we are going to talk about entitlement management.
This is our next topic that we are going to discuss under service glowed applications.
Perfect.
So what does the entitlement management the entitlement management.
It provides the correct support to the customer that he's entitled to as the name says it is managing
the entitlement so he tapes and providing the correct support to the customer that he is entitled to
because every customer is different.
They purchase different products and they purchase different plants.
Right.
So every customer is entitled to a different level of support.
It is not it may not be unique across all the customers so in those scenarios we go for entitlement
management.
So this helps in providing the correct support to the customers and also then having a client support
agent is being called to for some issue or for some troubleshooting.
How would the support agent know that like what the customer is eligible for right to all those we define
in vacuum Investment Management these entitlements.
It will help to support agents to find whether the customer is eligible for support or not and if he
is eligible.
What does the level of support that the customer is eligible for.
So when we define an entitlement process we design it in such a way that we specify what all the steps
or all the actions that the support he needs to complete to resolve the cases.
So on this everything we do would define and be configured in entitlement management and when we are
talking about entitlement management the important concept that we need to know is the entitlement.
MARTIN What on the various entitlement models that are available for us as you see here.
There are three types of entitlement models.
Entitlements only entitlement service contracts and then entitlements with service contracts and contract
line items.
Let's go one by one.
The first option is entitlements only.
This is actually the simplest demanded and the entitlements only handle this one you can related to
some product that you buy.
So say for example you purchase a product.
All right so then you call up their customer again.
Of course they give you details about the product.
So those just say kind of some a warranty that comes with a product by default.
And it is not any specific service contract that you have.
Know additionally parties are anything.
It is just that the simple ones that comes with a product something like a warranty that does entitlements
only so in this process that has no concept of renewal as such because these are entitlements they are
not purchased by your customers.
They are just a bundled with the products.
As I mentioned like I just wanted these so there is an old concept of a service contract that anything
like that here and you still need to manage any service contracts and entitlements it is just plain
entitlements for effect.
Next is entitlement.
Service contracts.
He had the support agents and they will determine whether a particular customer that is eligible for
support based on their service contract.
Unlike entitlements only verdict is based on the account contact order.
That's it.
But here in the second martyr that is entitlement for service contracts it is based on their service
contract unlike the first option.
Entitlements only that it comes by default in this option.
The second option entitlement plus service contract he had.
Entitlements are specifically chased by the customers and these are a part of a service contract.
And when we talk about the service contract that these customer's entitlements these service contracts
these entitlements are basically renewed at the contract level.
So maybe over the different time period they are on a on a particular time period.
They get renewed.
So that is a concept of entitlement plus service contracts.
The last option is entitlement plus service contract plus contract line items.
This is actually the most complex option of all.
In this particular model you love the support agents will determine whether a customer is eligible for
support based on the products that are covered in their service contract already guard and just not
as those contract by the products that are covered in the service contract.
So that is about this third model and here are the entitlements.
Maybe like we can have a third party system and if we can integrate with a third party system maybe
a European a different system and entitlements are created and updated through that third party system
and then says forcibly you say this was basically for customer support and also for managing our customer
so service contracts and the warranties on the subscriptions or other support products all those will
appear as line items on those sales orders basically.
So that is all the whole model is so here as I mentioned like we may use any third party system and
integrate with that for enabling this market and but the customer support will be done from Salesforce
directly using the customer service contracts and the contract line items will be also the warranties
or the subscriptions or the other rep support products or those will be deemed contract line items over
there.
So these are the three different entitlement models available and depending upon how the business processes
you choose the model accordingly.
Awesome.
Now that we have had a good idea about the indictment model.
Now let's talk about what on the various steps that we need to do for setting up a successful entitlement
process in our system.
So these are the four major steps that we need to perform for configuring an entitlement process.
The first step is creating a milestone then comes creating an entitlement process the third major step
would be to add the milestone that we already created to the entitlement process and then we should
also add milestone actions.
That is the fourth step.
Let me let me just give a quick high level understanding about all these four steps now and we'll discuss
in detail about all these in about upcoming sections.
So first is creating a milestone.
So what does a milestone milestone number.
Generally what do we see as a milestone milestone.
We can see an event or a stage in a particular process right to mark a particular completion of a task.
So that does call as a milestone.
So first we need to create milestones.
That is the first step in setting up our entitlement process.
So the milestones creating milestones is required an entitlement process.
So we'll hear a sales force they represent some service levels maybe like you can say a first response
order giving a resolution or as I just said look around for a problem.
You know all these are defined as milestones and while setting up an entitlement process we can define
up to 10 milestones for an entitlement process and this may be recording yeah we can configure that
accordingly or we can configured in such a way that they are not only once and these milestones are
best timed Wrigley's to ensure that the cases are resolved correctly on time.
And why do we create an engagement process.
We define what's the name of the process what's the type of the process.
And when the key is and does the process whether it is based on the case creation date audit for dessert
different criteria and when the gives exits the process when the case is closed or again if it comes
with a different criteria and if it follows business hours.
So all those we define another entitlement process basically the whole design we do within our entitlement
process and then the third step is to add the milestone that we already created in step 1 to the entitlement
process and all that the process is ready.
Next step is to add the maestro to it.
Perfect.
And once we add the milestones finally I do my store actions.
So work on the actions that need to take place now say for example sending email notification.
All right.
So full that goes up and optimized on actions that we can add.
So these are the major four steps that we need to do for setting up an entitlement process and all these
in detail we were discussing in our upcoming sessions.