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Another Spring ’14 Wave Update coming right at you!  In this blog we will cover the advanced features of entitlements – channel, products and contacts. To get a basic understanding of entitlements, please see our previous entitlements overview blog! They are similar to service contracts, but have enhanced functionality. So, compared to a service contract where only the amount of service can be specified for a account, entitlements provides the facility to really fine tune the service provided. With entitlements, you can:

development
  • Allocate how much service an account entitled to
  • Limit the amount of service per product for an account
  • Specify which contacts are entitled to a service within the account
  • Specify the amount of service by channel
  • Set up entitlement templates for quick entitlement setup

 

Entitlement Channels

Entitlements terms can now be defined by Channels. There are 5 channels specified that can be used to divvy up the entitlement terms:

  • Phone
  • Email
  • Web
  • Facebook
  • Twitter

Each of these channels can be allocated a specific number of terms. If the entitlement’s Restrict based on entitlement terms is set to yes and a channel has reached its limit for the terms, the system will prevent new cases being created for that channel.

To Set the Terms for the Channels:

1. Open an entitlement – make sure it is in the draft status.
2. Click on the + in the entitlement channel area.
3. Select the channel.
4. Enter the terms to be allocated for the channel.

 

If you enter the terms for the channel which is more than the terms on the entitlement then you get an error message.

Spring ’14 Wave Update: Entitlements Advanced Features  in Dynamics CRM

Entitlement Products

The entitlement can be restricted to selected products also. So, if products are added to the entitlement, then the entitlement can be used only for cases pertaining to those products.

To Add a Product to an Entitlement:

1. Open an entitlement – make sure it is in the draft status.
2. Click on the + in the products area.
3. Select the product.

 

Entitlement Contacts

The entitlement can be restricted to selected contacts also. So, if contacts are added to the entitlement, then the entitlement can be used only for cases reported by certain contacts.

 

To Add a Product to an Entitlement:

1. Open an entitlement – make sure it is in the draft status.
2. Click on the + in the contacts area.
3. Select the contact.

 

Using Entitlements with Channels, Products and Contacts while setting up Cases:

Let’s create a case for this entitlement, with all of the constraints in place for Channel, Products and Contacts.

1. Activate the entitlement.
2. Go the account for which this entitlement is defined.
3. Create a new case for the account.
4. Associate the entitlement with the case.
5. Enter the channel.
6. Enter the product.
7. Enter the contact.
8. Save the case.

 

Now if the case doesn’t have a matching product or contact then you will get this message:

Spring ’14 Wave Update: Entitlements Advanced Features  in Dynamics CRM

In the next blog on entitlements,  we will look at using entitlement templates for speeding up the process for setting up entitlements. As always, keep Dynamics CRM updates close at hand by reading our blog, checking in on our education department or reaching out!

Happy CRM’ing!

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JoeCRM

Joe CRM is a CRM superhero who runs on pure Microsoft Dynamics CRM adrenaline. As the face of PowerObjects, Joe CRM’s mission is to reveal innovative ways to use Dynamics CRM and bring the application to more businesses and organizations around the world.