Manage Field Service Outcome-Based Contracts

Outcome-based contracts are result-based and focus on the outputs, quality, and outcomes of a provided service.

Service providers can provide their customers with measurable business KPIs to track and assess the quality of service they’re getting.

For example, letting customers track the charging speed of an electric vehicle ensures the on-time replacement of its battery.

Tying the quality of service to the achievement of specific, measurable performance standards and requirements also helps customers to better evaluate payment, contract extensions, or contract renewals.

You can evaluate the compliance of a service contract by creating contract line outcomes that capture data in an automated process that runs according to the criteria, frequency, and calculation method that you define.

When a service contract starts, the automated process records data and evaluates the compliance of the contract. The results that show whether the contract is compliant appear in the Compliance Status field of the contract line outcome.

• Set Up Outcome-Based Contracts
  Assign users permissions to manage contract line outcomes for Outcome-Based Contracts and create recordset filter criteria that allow you to define the criteria to evaluate contract compliance.
• Create Contract Line Outcomes for Outcome-Based Contracts
  Create and monitor contract line outcomes for Outcome-Based Contracts to easily evaluate the compliance of service contracts.