Create service contracts
Service contracts define the type of support that customers receive.
Before you begin
Role required: sn_customerservice_manager or admin
About this task
A contract can include an account and contact or a consumer and the specific assets that are covered. A contract can also include multiple service entitlements and SLAs.
Procedure
Navigate to All > Customer Service > Contracts > Service Contracts.
Click New.
Fill in the fields on the Contract form, as appropriate.
| Field | Definition |
|---|---|
| Number | The automatically created contract number. |
| Account | The name of the account associated with this contract. |
| Consumer | The name of the consumer associated with this contract. |
| Contract administrator | The individual who is responsible for managing the contract. |
| Approver | The user who approves or rejects the contract. |
| Contract number | The number assigned to the contract by the customer. |
| State | The current state of the contract:- Draft - Active - Expired - Canceled |
| Starts | The date that the contract starts. |
| Ends | The date that the contract ends. |
| Name | A name for the contract. |
Right-click the form header and select Save.
The Entitlements, Assets Covered, Terms and Conditions, Contracts, Cases, and Products Covered related lists are displayed.
On the Products Covered related list, click Edit to associate sold products to the contract.
The list of sold products displayed is filtered based on the account. Click Run filter to see a list of all sold products, but you can only add the sold products that belong to the account selected or to the account hierarchy.
Click Submit.
You can also click Submit For Review to place the contract in the Draft state and send an email to the Approver to review the contract.
Customer service agents can view contract information in Agent Workspace and customers can view contract information on the Customer and Consumer Service Portals.