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Managing Service Agreements

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Maica uses Salesforce’s native Opportunity Products to manage the inclusion of Support Items into an Opportunity where the record type is Service Agreement. The Product Management console provided by the Maica solution allows for the inclusion of Support Items that are validated against Plan Budgets as well as other existing Service Agreements using the following logic:

  1. Only allow the inclusion of Support Items if the required Plan Budget has sufficient funds available

  2. Only allow the inclusion of Support Items if the total of all active Service Agreements for the time period don’t exceed the required funds

It is optional to select a Plan and the first validation rule only applies if a Plan is associated with the Opportunity.

The inclusion of Support Items is done via the Product Management console by following the steps outlined below:

  • Open (or create) a new Opportunity of type Service Agreement (as shown below)

  • Once created or selected, click the Product Management button to bring up the Product Management console (as shown below)

  • The Product Management console will show all already included Support Items and allow for the addition of other Support Item

  • At this stage, you are able to change Quantity and Rate to re-calculate the Total

  • Click on the +Add button to show the Add new Support Items console (as shown below)

  • In the Schedule section of this screen, you are able to specify the applicable schedule information for the projected services. This will populate all available Support Items in the Available Support Items section of the screen.

  • Support Items are validated against Plan Budgets (if a Plan is associated)

  • Select all applicable Support Items by checking them for inclusion into the Service Agreement Opportunity and click Add to complete the process

Support Items marked with a ⭐ next to them are favourite products which will always come up at the top of the list (pending validation).

Example Validation:

  • The Support Item Access Community Social And Rec Activities - Level 2 - Weekday Daytime is being added for a total quantity (usually Hours) of 40 at a total cost of $3,720.00

  • The active Plan for the Participant has been associated with this Service Agreement Opportunity

  • The active Plan has a Plan Budget Item for Support Category Social,Community and Civic Participation of $5,000.00

  • Another Service Agreement using this Support Item already exists at a total cost of $3,500.00

  • The following validation logic will now be applied:

    • Does the Plan have sufficient Budget to fulfil this Service Agreement

      • Total Budget: $5,000.00, Service Agreement: $3,720.00

      • Outcome: Available Budget is greater than required Budget for this Service Agreement → Pass

    • Would other existing Service Agreements already in place exceed the Plan Budget when combining it with this Service Agreement

      • Total existing Service Agreement(s) Value: $3,500.00

      • Value of this Service Agreement: $3,720.00

      • Total Value of all active Service Agreement(s): $7,220.00

      • Outcome: Total Budget for all active and existing Service Agreement would exceed total Plan Budget → Fail

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