You are here:
View Entitlements for Energy & Utilities Customers
Customer Entitlements specify the service level that the customer is entitled to as part of your support management process. Entitlements are based on the organization's service agreement with the customers.
Entitlements let you determine if your customers are qualified for service appointments and field visits. You can schedule service appointments based on the entitlements, which in turn create records such as cases or work orders. To learn more about Entitlements, see Set Up and Manage Entitlements and Milestones.
In the Energy & Utilities Contact Center Console, the entitlements are fetched from the third-party scheduling and work order management system such as Salesforce Field Service. To learn more about Salesforce Field Service, see Salesforce Field Service.
To view entitlements on Energy & Utilities Contact Center Console:
- Use the Identity Verification feature to verify the identity of the caller and launch the customer's accounts page.
- On the customer accounts page, select the Field Service tab.
- In the Field Service tab, select View Entitlements. Entitlements for the customer are shown.
