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Configure Service Eligibility Criteria: Overview

Jennifer Trower Updated by Jennifer Trower

Read Time: 5 mins

Service eligibility criteria allow you to control which accounts can receive specific services. Instead of relying entirely on a single company or account groups, you can now define eligibility with multiple companies, multiple account types, and multiple Geofences, ensuring you only see services that are valid for the account you are working with.

Permissions

Before getting started with the feature, your user roles will need to be adjusted to account for the permissions required to use the Service Eligibility Criteria feature.

If you're a Super Admin, you already have full access, and no changes are needed. To learn more, see the Roles and Permissions article.
  1. Package
    Package Permission Details
    1. View all packages: Required to view existing packages.
    2. Update a package: Allows users to edit existing packages.
    3. Create a package: Allows users to create new packages.
    4. Delete a package: Grants the ability to delete packages.
  2. Service
    Service Permission Details
    1. Create a new service: Allows users to create new services.
    2. View services: Required to view existing services.
    3. Update a service: Allows users to edit existing services.
    4. Delete a service: Grants the ability to delete services.

Overview

Service eligibility can now be configured with the following criteria:

  1. Company: Limits the service to accounts in the selected company or companies.
  2. Account Groups: Limits the service to accounts in the selected account group or groups.
  3. Account Types: Limits the service to accounts with the selected account type or types, such as Residential or Commercial.
  4. Geofences: Limits the service to accounts whose serviceable address is within the selected Geofence or Geofences.
    Geofences are evaluated using the account’s serviceable address.

You can select multiple values for each supported field. This allows you to define service availability more precisely based on the account’s company, type, group membership, and serviceable address location.

Configure Service Eligibility

  1. Open the service you want to create or edit.
  2. Locate the eligibility criteria section.
  3. Select the applicable companies, account groups, account types, and Geofences.
  4. Save your changes.

Geofence Behavior

Geofences are available from Location Tools and can be configured for use with services, schedule availabilities, both, or neither.

Supported Service Types

Most service types support the expanded eligibility criteria.

Current exceptions include:

  1. Voice services currently support only Company and Account Group restrictions.
  2. Overage services currently support only Company restrictions.
Each service supports one set of eligibility criteria.

Eligibility settings can still be saved even if the changes make some existing accounts ineligible.

How Eligibility Affects Workflows

Service eligibility is checked throughout Sonar to help ensure only valid services and packages can be added to an account. These criteria affect everyday workflows such as adding services, selecting packages, linked accounts, jobs, scheduled events, address changes, and account updates, helping reduce errors and keep account options aligned with the account’s company, type, group, and serviceable location.

The sections below explain how service eligibility impacts each workflow.

Adding Services to Accounts

When adding a service to an account, Sonar checks the account against the service’s configured eligibility criteria.

Only eligible services appear in the list, while ineligible services are filtered out.

Packages

Packages continue to respect company alignment and also depend on the eligibility of the services inside them.

A package is selectable only when:

  1. The package company is compatible with the account.
  2. The account is eligible for the services included in the package.

Linked Accounts

The same eligibility logic applies to anchor-linked and wholesale-linked workflows. For wholesale-linked accounts, eligibility still applies and is tied to the services added to the default billing for the anchor account.

Job Types

Eligibility is validated when a job is created and when services are added through a job type.

If an account was eligible when the job was created but becomes ineligible before job completion, the job can still be completed, but the service is not added to the account.
Failures are visible in the account logs.

Scheduled Events

When a scheduled event is used to add a service or package, eligibility is primarily enforced when the event runs, not when the event is created.

For most eligibility criteria, the system does not show a warning during scheduled event creation. The main exception is Company, which remains a hard stop. If the company does not match, the scheduled event cannot be created.

For other criteria, such as account type, account group, or Geofence, the scheduled event can still be created, but it may fail later when it runs.

When the scheduled event runs, Sonar validates eligibility again. If the account is no longer eligible at that time, the event fails, and the service or package is not added.

Failures are visible in the account logs.
Add a Service

For scheduled events that add a service:

  1. A scheduled event can be created even when the account does not meet non-company eligibility criteria.
    1. No warning message is shown at creation time for those mismatches.
    2. A company mismatch blocks creation.
  2. Eligibility is checked again when the event runs.
    1. If the account does not meet the required criteria at run time, the event fails and the service is not added.
Add a Package

Packages behave differently from services in scheduled events.

  1. A company package is not selectable unless the account company matches the package company.
    1. If the package company matches and the package is selectable, the scheduled event can still fail later if the account does not meet the other eligibility criteria required by the services inside the package.
  2. A non-company package can be selectable even when a service inside the package has a company mismatch with the account.
    1. In that case, the scheduled event may still be created, but it will fail when it runs if the package or its services do not match the account’s eligibility criteria.

Future Serviceable Addresses

If an account is moved to a future serviceable address that would make an existing service ineligible, Sonar prevents that address from being assigned until the ineligible service is removed.

This is especially important when Geofences are used as part of eligibility.

Account Edits

Existing account validations continue to prevent updates that would invalidate active services. This includes changes to:

  1. Company
  2. Account Group
  3. Account Type
  4. Serviceable Address
Services already on the account remain there, but once the account no longer qualifies, those services should not be added again.

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