Most of this article can apply to both Service Contracts and Contracts; however, it will focus on Service Contracts as Entitlements can add a level of complexity not found in Contracts.
Backend structure in place:
The Salesforce org has automation to generate a Service Contract (SC) and Renewal Opportunity immediately upon close winning the opp (or within a short period if handled by a batch). The SC has an Entitlement to a Basic Support package. The Entitlements can have cases assigned to them.
Business use case:
After the Sales rep closes an opportunity, the Finance team notices an anomaly in the Quote, making it different from what should be in the ERP. The Sales rep wants to fix this in Salesforce but is unsure of the best course of action.
Option 1:
If there are no Cases tied to the Entitlement record, the cleanest solution would be to remove the Entitlement record and then delete the SC. Once the SC is deleted, the rep can return to the Quote and make the necessary adjustments. Once the changes are in place, the SC can be regenerated by rechecking the Contracted checkbox.
Option 2:
When a Case is tied to the Entitlement or the organization frowns upon deleting records for historical and auditing purposes, the best solution is to generate an Amendment. Through the Amendment Opportunity, the rep can change the quantity of the line. However, suppose the rep needs to change the dates or the pricing. In that case, it is better to use the Amendment as a cancellation Opportunity and perform a Rip and Replace, creating a new Opportunity after finishing the Amendment.
The reason one of these options should be followed is that if the rep were to just go in and modify the Quote, it could do several different things:
- The dollar amount on the Quote Lines and SC Lines could end up being different
- The connection between the QL and the SC Lines could be disconnected
- There could be missing SC Lines
Any of the above could result in future Amendment and Renewal Quotes not working as expected.
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