With Outcome-Based Contracts, service providers can provide their customers with an easy
way to assess the compliance of a service contract by letting them track and measure service
outcomes. Compliant service contracts ensure high quality of service and customer
success.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning
Experience |
| The Field Service core features, managed package, and mobile app are available in
Enterprise, Unlimited, and Developer Editions.
|
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.
