Entitlement entities

Artikel
06/29/2017

Applies To: Dynamics CRM 2013

The Entitlement entity is part of the enhanced service capabilities in Microsoft Dynamics CRM and is found in all organizations that use Microsoft Dynamics CRM 2013 Service Pack 1 (SP1) or Microsoft Dynamics CRM Online Spring ‘14. However, for organizations that upgraded from a previous version, it’s only available for use after those organizations install the product updates to enable the enhanced service capabilities.

Entitlements 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.

Entitlement channel records contain the total terms and remaining terms for each channel in an entitlement. Default channels include Phone, Email, Web, Facebook, and Twitter. You can add custom channels by editing the Case Origin (incident_caseorigincode) global option set.

Use entitlement templates and entitlement template channels to create entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term. You can also relate entitlement channels and products to entitlement templates. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.