Create or edit a contract

Use contracts and contract lines in Microsoft Dynamics CRM to define accurate terms and conditions for the support or services to be provided to your customers.

Create a contract


Note

Although it is possible, creating a contract from an account is not recommended. The contract does not associate with the account correctly and allotments are not recorded.


  1. Go to Service > Contracts.

  2. Click +New.

  3. In the Select Template dialog box, select a template to base the new contract on.

  4. Type or modify information in the text boxes.

    Hovertips provide hints on what to enter.

    1. In the Header section, enter the details of a contract, such as contract name, customer, and contract start and end date.

      When you save the contract, Microsoft Dynamics CRM automatically assigns the Contract ID and calculates the duration, in days, based on the contract start and end dates.

    2. In the Contract Type section, enter the discount and service level of a contract.

      Discounts for contract lines are given the same discount type that you select here. Service levels are defined by your business's guidelines.

    3. In the History section, the following fields are filled automatically:

      • Originating Contract: This is set when you renew an existing contract.

      • Contract Template: This is set based on what you select in the Select Template dialog box.

      • Owner

    4. In the Billing Information section, Microsoft Dynamics CRM automatically completes most of the fields when the fields in the Header section are entered; however, you can change or enter the information as needed. Bill To Address is required to change the status of the contract to invoiced.

  5. To add activities or notes, click Activities or Notes. More information: Add a phone call, task, email, or appointment activity to a case or record


    Note

    • The contract becomes active when it is invoiced and the start date is reached.

    • You can edit an existing draft contract, but not invoiced, active, expired, canceled, or on-hold contracts.

    • The default days and hours of service are defined in the contract template. To change the days and hours of service, open the contract, and on the command bar, click Set Calendar.


Add a contract line to a contract

Use contract lines to define specific dates, the product covered, and how many cases or total minutes of allotted support are provided. You can define several contract lines for each contract; for example, one line for parts and another for maintenance.

  1. In the contract record, in the Contract Lines section, click +.

    -OR-

    In the contract record, on the nav bar, click the arrow next to the contract name > Contract Lines, and then click Add New Contract Lines.

  2. Type or modify information in the text boxes.

    Hovertips provide hints about what to enter

    1. Under General, enter details about the contract line item, such as the line item name and the product that is eligible for service under the contract.

      The start date and end date for the line item is automatically filled based on the contract dates; however, you can change the dates as needed.

    2. Under Pricing, type or modify information about the pricing of the contract, such as the quantity of product or service, total price, and discount.

    3. Under Administration, the customer field is automatically populated with the contract’s customer. You can change it if required. Enter the serial number of a product.

    4. Under Allotment Details, type or modify information about the allotment, such as the total allotment, and the used and remaining allotments.

      The contract template determines the type of allotment (cases or minutes). As cases are opened against this contract, Microsoft Dynamics CRM displays the allotments used in the Allotments Used box.

  3. Click Save.

  4. To add a note, under Notes, click Enter a note, type the details, and click Done.


    Note

    You cannot delete a contract line after it is active; instead, you can cancel it.

    You can cancel a contract line only when it is set to Active. By canceling a contract line instead of deleting it, you can reuse the contract lines later if you renew the contract or create a new contract based on it. In the list of contract lines, select the contract line, and on the command bar, click CANCEL CONTRACT LINE.


Invoice a contract

You must define at least one contract line for the contract before you can change the status of the contract to invoiced. You can define several contract lines for each contract; for example, one for parts and another for maintenance.

To invoice a contract, after you add a contract line, on the command bar, click Invoice Contract.

Hold, renew, or release a contract

If you want to make changes to an active or invoiced contract, you must either cancel it or put it on hold. A canceled contract can be renewed and then edited. When a contract is on hold, no cases can be opened against the contract. For example, you might put a contract on hold if there is an invoicing dispute, and then release the contract when the dispute is resolved.

  • To put an invoiced contract on hold, in the contract record, on the command bar, click Hold Contract.

  • To release the contract that’s on hold, in the contract record, on the command bar, click Release Hold.

  • To renew a canceled contract, in the contract record, on the command bar, click Renew Contract.

Applies To

Dynamics CRM 2013

Dynamics CRM 2015

Dynamics CRM 2016

Dynamics CRM Online