Service Agreement Overview
Use these to capture and manage the details of how and what you are delivering to your Participants/Clients
In Maica, the Service Agreement
is a central object, underpinning some important aspects of your management and engagement with your Participants. It can be used to support a number of use cases, including defining the delivery specifics of your service arrangements, as well as the Participant/Client's financial utilisation and consumption of the agreed services.
Essentially, the Service Agreement
, together with the Agreement Item
records represent the Type, i.e. Support Category
/Support Item
, and the Amounts, i.e. Quantity
and Rate
that have been discussed, agreed and reserved for you to deliver to your Participants/Clients.
The Service Agreement
record is where you can find the following information and functionality:
Service Agreement Funding Information (Service Budget Information)
Agreement Status (Active / Completed / Cancelled etc)
Service Agreement Period Information (Start Date & End Date)
Service Agreement Progress Information (Period and Funding Utilisation)
Service Agreement Items (where the actual details of the funded supports are defined, more on those below)
The Service Provider (if you using Service Agreements from a Plan Management perspective)
Opportunity --> Service Agreement
In order to fully leverage Service Agreement
records in Maica, we recommend creating these records as part of your client acquistion/onboarding flow. Adhering to this process/flow ensures that theService Agreement will be created and populated with all the required information for Maica to best manage and automate many of your service delivery processes.
The article below contains a section defining Service Agreement
creation from Opportunity
.
Service Agreements as a Plan Manager
If you are using Maica from a Plan Management perspective, Service Agreements are a good way to reserve or 'quarantine' funds between a specific Provider and Participant. Via Maica, you can use a Service Agreement
record to capture and define what has been agreed between the two parties, in terms of both the Support Item and the Amount or Value.
Once a Service Agreement
has been defined, Maica uses this for validation purposes and also to track how the specifics of the Agreement (the Agreement Item
records) are being utilised, i.e. how the Agreement budget is being consumed.
To see how the Service Agreement
is referenced during the Invoice Entry process, see the article below.
If the Participant has an Active Service Agreement
at the point of Invoice Entry, the Agreement Price Book
will be used as the default Price Book
for Product Rate
information.
Funding Information Section
The Funding Information section contains a number of Roll-Up Summary fields that aggregate data from the associated Agreement Item
record(s). For example: if there are 3 Agreement Item
records with a Total Allocated
of $100 each, the Total Allocated
value on the Service Agreement
record will be $300.
In the event that there are no Agreement Item
records all the rollups in this section will be blank.
Total Allocated
The maica__TotalAllocated__c field
represents the total budget, or funding allocated to the Agreement Item. Essentially, the calculation was updated and is now as per the below:
For Stated Items, this is calculated as:
maica__Total_Expenditure__c
+ (maica__Quantity_Remaining__c
*maica__Rate__c
)
For Bucket/Category Items, this is calculated as:
maica__Quantity__c
*maica__Rate__c
Total Committed
Number Field, no logic but can be configured using Salesforce Flows based on unique logic and requirement.
Total Remaining
Formula using the following logic:
maica__TotalAllocated__c
- (maica__Total_Expenditure__c
+ maica__Total_Committed__c
)
Total Expenditure
SUM total of the Expenditure Amount
Utilisation
Formula that divides the Total Expenditure
by the Total Allocated
to display a percentage indicating how much of the total Total Allocated has been consumed.
For Production clients, a script can be run to populate the new maica__TotalAllocated__c
field on existing Service Agreement records.
Service Agreement Status
The Status
of the Service Agreement
is managed via a Formula field, meaning this is set based on the properties of the record and you do not have to manually manage this.
The Formula used to do this is below:
Service Agreement Related Lists
There are 2 key objects related to the Service Agreement
record. These are summarised below.
Agreement Item
The Agreement Item
represents the specific Budget Items or Supports that the Service Agreement
will cater for. Create Agreement Item
records to reflect the specific Services (Support Category
and/or Support Item
) that you have discussed and agreed to deliver to your Clients.
All fields on the Booking Item
layout are read-only. They can be managed via the Manage Service Booking Quick Action on the Service Agreement
.
Funding Information
The Agreement Item
represents not only the 'what' but also 'how much' of a specific Product or Service is to be delivered to the Participant/Client via a combination of the Quantity
and the Rate
, or Cost for each item. This is all defined in the Funding Information section of an Agreement Item
record.
Much like an Opportunity
, standard Salesforce Price Book
functionality is used to manage the Rate
for the selected Product
(Support Item). The Price Book
itself is defined at the Service Agreement
level, meaning that at the Agreement Item
level, the Price Book Entry
record is used as the source of the Rate
.
This section also contains the following formula or calculated values:
Total Allocated
The maica__TotalAllocated__c field
represents the total budget, or funding allocated to the Agreement Item. Essentially, the calculation was updated and is now as per the below:
For Stated Items, this is calculated as:
maica__Total_Expenditure__c
+ (maica__Quantity_Remaining__c
*maica__Rate__c
)
For Bucket/Category Items, this is calculated as:
maica__Quantity__c
*maica__Rate__c
Total Expenditure
Represents the amount spent by the Participant for the Agreement Item
. This is calculated as the SUM of the Invoice Line Item
(Line Total
) records associated with the Agreement Item
.
This value is calculated and managed by Maica.
Total Remaining
Formula using the following logic:
maica__TotalAllocated__c
- (maica__Total_Expenditure__c
+ maica__Total_Committed__c
)
Utilisation
Formula that divides the Total Expenditure
by the Total Allocated
to display a percentage indicating how much of the total Total Allocated has been consumed.
Schedule Information
Beyond the financial or funding information, the Agreement Item
is also the place where you can find the Schedule information that will provide a template or guide when managing service delivery activities.
These fields are as follows:
Schedule
Indicates if the Support Item
should be delivered once off or in multiple instances, i.e. part of a schedule
Values are:
- Only one time
- Multiple times
Service Frequency
How often should the Item be delivered under the Service Agreement
. Values are:
- Daily
- Weekly
- Monthly
- One Time
If Schedule
= Only one time
, this value will be One Off
Service Duration
The default duration of time the Support Item
will be delivered for, i.e. 1.0 hour
Service Day
Indicates the nominated delivery window (day) of the Participant/Client. Values are:
- Weekday
- Saturday
- Sunday
- Public Holiday
- Anytime
Service Time
Indicates the nominated delivery window (time of day) of the Participant/Client. Values are:
Values are:
- Daytime
- Afternoon
- Evening
- Night
- Anytime
Schedule Day
Indicates the selected delivery window (time of day) of the Participant/Client. Values are:
- Monday
- Tuesday
- Wednesday
- Thursday
- Friday
- Saturday
- Sunday
The Service Day
, Service Time
and Schedule Day
fields are used to filter the list of Products
(Support Item
) for the Agreement Item
. The intention is to ensure that the Product selected and ultimately delivered to the Participant/Client matches their preferences captured in the Opportunity
stage.
If the Service Agreement
is created from an Opportunity
, these fields will be populated as part of this process
Manage Service Agreement
The Manage Service Agreement Quick Action (or QA) brings a number of key, everyday functions directly within Salesforce providing greater flexibility and control over how you deliver your Services to your Participants/Clients.
The Quick Action is accessed directly from a Service Agreement
record with each of the functions described below.
Update Price Book
The Price Book
on the Service Agreement
is used to manage the Rate
, or cost, of the Support Item
defined for each Agreement Item
record.
This is initially set based on the originating Opportunity
, or the Opportunity
that was used as the source to generate the Service Agreement
. Once the Service Agreement record has been created, there may, at times, be a need to update the Price Book
associated with the Service Agreement
and the Agreement Item
records. The Manage Service Agreement QA is just the place to do that.
In order to update the Price Book
, simply clear the lookup of the existing value and select the new Price Book
you would like to use. Once selected, the following will occur within the modal:
The
Rate
for eachAgreement Item
will be refreshed to reflect the new Price from thePrice Book
Well technically this is from the
Price Book Entry
for the specificProduct
The
Total
for eachAgreement Item
will be updatedThe
Total Allocated
, or SUM total of allAgreement Item
records, will be updated
The image below illustrates how to update the Price Book
and how the updated price impacts each Agreement Item
and the overall Service Agreement
budget.
When you click Submit and save the changes, the following updates are triggered:
The
Service Agreement
Price Book
lookup will be updatedThis is the
maica__Service_Agreement__c
.maica__Price_Book__c
field
The
Rate
of all associatedAgreement Item
records will be updated to reflect the price from the newPrice Book
Well technically this is from the
Price Book Entry
for the specificProduct
This is the
maica__Agreement_Item__c
.maica__Rate__c
field
The following
Agreement Item
fields will be recalculated:Total Allocated
($)Total Remaining
($)Utilisation
(%)
The following
Service Agreement
fields will be recalculated:Total Allocated
($)Total Remaining
($)Utilisation
(%)
The recalculation of the Total Allocated
value based on the updated Rate
will very likely reduce the amount of available funds for the Agreement Item as it usually reflects an increased price for each Support Item (Product).
Lastly, an
Agreement History
record will be created as an audit record or history of the updates made. The tracked fields include:Original Agreement Amount
New Agreement Amount
Original Agreement Quantity
New Agreement Quantity
Original Price Book
New Price Book
Manage End Date
Extend End Date
In the scenario where a Client wishes to receive the same (or similar) Services and continue beyond the current Agreement date range, you can extend the End Date
of the current Service Agreement
rather than go through the Opportunity
process to generate a new Agreement.
There are two options when extending the End Date
:
Update
Service Agreement
onlyThis will update the
End Date
of theService Agreement
record only
Include
Agreement Item
(s)If you check this option, the
End Date
of all associatedAgreement Item
record(s) will also be extended
The word similar was italicised in the text above to indicate that you can extend the Service Agreement
and continue to work within the same Support Categories. You cannot add new Support Categories. In order to do this, you need to go through the Opportunity process.
Reduce End Date
If circumstances change between you and one of your Participants, you can use the manage Service Agreement QA to reduce the End Date
of a existing Service Agreement
. This may be needed in the scenario where you need to Cancel or End a Service Agreement
prematurely.
To do this, you do not need to delete the record, instead, you can reduce the End Date
and set a date between today’s date and the existing End Date
. Doing this will update the End Date
on the Service Agreement
and if the new End Date entered = TODAY, the Status
will be automatically updated to Inactive also.
Just like the extend End Date
described above, you can reduce the End Date
of the Service Agreement
only or you can include the Agreement Item
record(s) also.
Agreement Item Dates
In regards to managing both the Start Date
and End Date
of your Agreement Item
record(s), you can do that via the two date fields in the Agreement Item table. Simply locate the desired Agreement Item
and set the updated date. Doing this will update the Agreement Item
only and not the Service Agreement
.
The following validation applies to the Agreement Item
Dates:
The
Agreement Item
Start Date
must be the same or after theService Agreement
Start Date
The
Agreement Item
End Date
must be the same or before theService Agreement
End Date
Manage Support Item & Quantity
As the needs and goals of your Clients change, the Manage Service Agreement QA provides the flexibility to adapt your Service Agreements and change along with them.
Similar to Service Bookings
and how flexibility is provided for funding at the Support Category
level, the Manage Service Agreement QA provides the ability for you to update and change the Support Item
, (Product
), at the Agreement Item
level.
In order to update the Support Item
, simply click the drop-down and select the new Support Item
. Once selected, the following will occur within the modal:
The
Rate
for eachAgreement Item
will be refreshed to reflect the newSupport Item
This is based on the
Price Book
(or more accurately, thePrice Book Entry
) associated with theService Agreement
The
Total
for theAgreement Item
will be updatedThe
Total Allocated
, or SUM total of allAgreement Item
records, will be updated
The image below illustrates how to update the Support Item
and how the updated Rate
impacts the Agreement Item
and the overall Service Agreement
budget.
You can also update the Quantity
as part of updating the Support Item
, or alternatively, you can update the Quantity
of an existing Support Item
. Any change in Quantity
will also effect the Agreement Item
Total, as this is calculated based on Quantity
* Rate
.
When you click Submit and save the changes, the Agreement Item
will be updated with the new Support Item
and/or Quantity
information, triggering the same recalculations as described in the Update Price Book section above.
Manage Delivery Mode
The Delivery Mode allows you to specify how you would like to use the available budget of a Service Agreement
, particularly when scheduling services to be delivered. We offer you two distinct ways to treat the available Service Agreement
budget, including:
Locked
which means that only the actualSupport Item
specified can be used when scheduling services; this can be compared to a stated Support (Service Booking Item
) in which a specific Support Item is stipulated and can't be changed for delivery.Flexible
which means anySupport Item
from the associatedSupport Category
can be selected when scheduling services. This essentially represents a bucket of funds for a givenSupport Category
from which services can be scheduled. This is similar toService Bookings
and how flexibility is provided for funding at theSupport Category
level.
We only allow you to have one flexible
Service Agreement Item per Service Agreement
as Maica can't manage multiple buckets of the same category when reducing the available budget.
You can include any number of Support Category/Support Item
combinations that are locked within your Service Agreement
, as long as this combination is unique within the agreement.
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