Create Entitlement in Dynamics CRM

1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions. You can check your security permissions by following the steps in View your user profile.

2. In the Customer Service Hub sitemap, go to Service Management, and select Service Terms > Entitlements.

    Note

   In the Customer Service app, go to Settings > Service Management and choose Entitlements.

3. To create an entitlement from a template, select New > From Template. In the Select Template dialog box, select the entitlement template, and select Select.

   To create an entitlement from scratch, select New > Blank Entitlement.

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

   • In the Information section, specify the basic details:

     • 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, select Yes. When you choose Yes, a customer service agent won’t be able to create a case when Remaining Terms is less 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.

     • Owner: Specify the owner of the entitlement.

     • Description: Write a brief description of the entitlement.

   • In the Entitlement Terms section, 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 to 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 to support up to 100 cases.

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

5. Select Save.

When you save the entitlement, additional sections are added for a new entitlement, such as Entitlement channel, Products, and Contacts.