You can create entitlement rules for Work Order or Service Request objects to enable the system to display applicable Service Contract, Warranty, or combined coverage for Service Products and Work Plans. These rules are triggered when a user performs an entitlement check on a Service Product or Work Plan.

You can create an Entitlement Rule for the Work Order object by defining conditions and configuring related fields for Work Plans and Service Product entitlement check.

During entitlement evaluation:

Based on these matches, the entitlement engine identifies and displays the applicable Service Contract or Product Warranty coverage during the entitlement check process.

You can create an entitlement rule for the Service Request object by defining conditions and configuring fields for the Logistic Work Plan. Based on these conditions, the entitlement engine matches the configured date, account, location, or contact fields of the Installed Products or the Service Request with the Service Contract’s account, covered Work Plans, or the applicable Product Warranty details. When you submit a depot request, the entitlement engine displays the relevant Logistic Work Plans covered under the Service Contract or Warranty for the faulty products.

In the field service configuration, different services can be assigned to each installed product within a single Work Order (WO). Additionally, the same installed product can include multiple services—for example, both Repair and Calibration—depending on the service needs. Each Service Product is linked to one or more relevant Work Plans, such as a Repair Work Plan or a Calibration Work Plan, which define the tasks and steps associated with that service.

The system performs individual entitlement checks for each service based on its assigned Work Plan. During this process, the entitlement engine evaluates both Service Contract and Warranty coverage to determine whether the requested service is eligible. Coverage is evaluated separately for every Service Product and Work Plan combination, and the coverage status is updated accordingly. This approach ensures a more precise assessment of whether each requested service is covered under the customer’s service agreement or warranty terms.

For example, consider a technician who is on-site for an Installation. During the visit, the customer requests Repair and Calibration services for another device. The technician adds this new device to the same WO and includes both services under the same installed product, assigning the appropriate Work Plans. The system then conducts entitlement checks for both the Repair and Calibration services to verify the customer’s Service Contract or Warranty coverage.

This approach provides several key advantages. It reduces the need to create multiple Work Orders for a single service visit, enabling more streamlined and efficient field execution. It also allows for more flexible service delivery by accommodating multiple services within a single workflow. Most importantly, it supports granular entitlement checks, which improves the accuracy of service coverage validation and better reflects real-world service scenarios, where multiple service types may be required across different assets.