Dynamics 365
Help & Training
Search

Create an entitlement to define the support terms for a customer (Customer Service)

Define what kind of support your customers are eligible for by creating entitlements in Microsoft Dynamics 365. With entitlements, you specify the support term based on number of hours or number of cases. The customer’s support level can vary based on the product or service that the customer has purchased. Customers who’ve purchased different products can be entitled to different support levels. This information helps the customer support agents verify what the customers are eligible for and create cases for them. accordingly


Note

This feature was introduced in CRM Online Spring '14 update and in CRM 2013 Service Pack 1 (on-premises).

Interested in getting this feature? More information: Find your Dynamics 365 administrator or support person


Create an entitlement

  1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Service Management.

  3. Choose Entitlements.

  4. To create a new entitlement from a template, click + New > From Template. In the Select Template dialog box, click the entitlement template, and click Select.

    To create a new entitlement from scratch, click + New > Blank Entitlement.

    -OR-

    To edit an entitlement, in the list of records, click the entitlement, and then on the command bar, click Edit.

  5. Fill in your information. Use the handy tooltips as a guide.

    • Name. Give the entitlement a meaningful name.

    • Primary Customer. Choose the customer you’re creating this entitlement for.

    • Start Date. Choose the date from which the customer will be entitled for support.

    • End Date. Choose the date after which the customer will no longer be entitled for support.

    • Restrict based on entitlement terms. To make sure no cases are created when the entitlement term is over, click Yes. When you choose Yes, a customer service agent won’t be able to create a case when Remaining Terms is fewer than zero OR when the term remaining for a channel is less than zero.

    • SLA. Choose a service level agreement (SLA) record to associate the service levels or key performance indicators for the support you’re providing with this entitlement.

    Under Entitlement Terms, specify the term details for the entitlement:

    • Allocation Type. Choose whether the entitlement is for number of hours or number of cases.

    • Decrease Remaining On. Choose whether to decrease the remaining term on case creation or resolution.

      If you decrease the remaining term based on case creation:

      • Creating or updating a case with the associated entitlement decreases entitlement terms

      • Canceling a case with the associated entitlement increases entitlement terms

      • Reactivating a canceled case with the associated entitlement decreases the entitlement terms

      If you decrease the remaining term based on case resolution:

      • Resolving a case with the associated entitlement decreases the entitlement terms

      • Reactivating a resolved case with the associated entitlement increases the entitlement terms.

    • Total Term. Specify the total amount of support the customer is entitled for with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total Term, the customer is entitled for support up to 100 cases.

    • The Remaining Term shows the total number of hours or cases remaining for the customer’s entitlement. The value decrements every time a case is created or resolved (depending on what you select in Decrease Remaining On) against the entitlement.

  6. Click Save.

Add an entitlement channel term

The Entitlement Channel section specifies the support channel through which the customer can reach the organization and seek support.

Use this section to define the channels your customers are entitled to, and track the customer support term for each channel. For example, you can add phone and email as the channels through which you’ll offer support. If you want to restrict support through the phone channel to 80 hours and email to 20 hours, create individual entitlement channel records and add their total terms.


Note

You must save the entitlement record before you can add entitlement channels to an entitlement.


  1. In the Entitlement Channel section, click +.

  2. Specify the total terms that you want to allot to the particular channel.

    The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer’s entitlement.

Associate a product with the entitlement

If you want the entitlement to apply to a specific product for a customer, associate the product to the entitlement.


Note

If you don't add a product, the customer will be entitled to support for all the products.


  1. While in the entitlement record, in the Products section, click +.

  2. In the Search box, type the first few letters of the name of the product that you want to associate with the entitlement.

    If a product isn’t available, click + New to create a new one.

Associate a customer contact with the entitlement

To let only certain contacts of a customer claim the entitlement for a specific product, associate the contacts with the entitlement.


Note

If you don’t add a contact, all the contacts for the specified primary customer will be entitled to support.


  1. While in the entitlement record, in the Contacts section, click +.

  2. In the Search box, type the first few letters of the contact that you want to associate with the entitlement. This contact record must belong to the account or contact specified in the Customer field.

    If a contact isn’t available, click + New to create a new contact record.

All active entitlements for a customer appear in the Active Entitlements section of the customer record.

Activate or deactivate an entitlement

Before you can start applying an entitlement to a case, you must activate it.

  1. While in the entitlement record, on the command bar, click Activate.

  2. In the Confirm Activation dialog box, click Activate.


    Note

    If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active. If the end date is in the past, the entitlement is set to Expired.


When an entitlement is active, you can’t edit it. To deactivate an entitlement so you can edit it, on the command bar, click Deactivate.

Set as default entitlement

If you’re on Microsoft Dynamics CRM Online 2015 Update 1 or later, you can activate the entitlement and then set it as the default entitlement for a customer. The entitlement terms from the associated entitlement are automatically decremented. However, if you don’t want the entitlement terms to be decremented for a case, click Do not decrement entitlement terms on the command bar.

  1. On the command bar, click Set As Default.

  2. In the Confirm set default dialog box, click OK.

Now the default entitlement will automatically be applied when a case is created or when a case is updated depending on what you selected for default entitlements in the system settings area. For more information, see the “Automatically apply entitlement” section in step 4 here, System Settings dialog box - Service tab.

Associate entitlements to cases

In a case record, in the Entitlement field, click the Lookup button, and select an entitlement. The inline lookup shows only the active entitlement for the customer of the case.

The Entitlements section in the case record lists all the active entitlements for the customer. More information: Create and manage a case (Customer Service)

Cancel an entitlement

If the entitlement is no longer valid, you can cancel it. To cancel an active or waiting entitlement, open the entitlement, and on the command bar, click Cancel.

Renew an entitlement

To renew a canceled or expired entitlement, open the entitlement, and then on the command bar, click Renew.

The current entitlement will be set to Closed and a new entitlement will be created.

The start date of this new entitlement is set to the current date and the end date is set to the current date plus the number of days between the end date and start date. The data in other fields is copied from the old entitlement.

Applies To

Dynamics 365 (online)

Dynamics 365 (on-premises)

Dynamics CRM Online

Dynamics CRM 2016

Dynamics CRM 2015

Dynamics CRM 2013