From the course: Learning Microsoft Dynamics for Customer Service

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Entitlements in case management

Entitlements in case management

- [Instructor] Entitlements in Dynamics 365 Customer Services track customer support agreements. Entitlements define the level and type of support the customer receives under the agreement. The amount of support a customer is entitled to might cover a specific time range, duration or it might be a defined number of cases. For example, an entitlement might be valid for a year during which year the customer will be able to log a certain number of cases or under different entitlements, they might receive 200 hours of support. Entitlements are used to enforce and managed these types of scenarios. Once an entitlement has been created, it will move through different stages during its lifecycle. An entitlement starts in a draft stage where users can edit the record and when an entitlement has been activated but the current data doesn't fall within the supported dates specified in the agreement, it'll be in a waiting stage.…

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