Spring Wave 14 Update: Working with Entitlements in Microsoft Dynamics CRM

Today we will be reviewing a new feature that have been introduced as part of the Spring '14 Update; entitlements.  They are similar to service contracts, but have enhanced functionality. With the new functionality of entitlements, you can:

So, compared to a service contract where only the amount of service can be specified for an account, entitlements provides the facility to really fine-tune the service provided. Let's explore how to use entitlements:

 

Creating an Entitlement

    1. To create an entitlement, navigate to the account for which you want to create an entitlement.
    2. Look for the entitlement area.
    3. Click on the + to create a new entitlement.

 

Spring Wave 14 Update: Working with Entitlements in Microsoft Dynamics CRM

 

4. Once the new entitlement form opens fill in the following:

 

Spring Wave 14 Update: Working with Entitlements in Microsoft Dynamics CRM

 

5. Save the entitlement.
6. Once the entitlement is saved, make sure you click on the activate button, for the entitlement to be active.

Spring Wave 14 Update: Working with Entitlements in Microsoft Dynamics CRM

 

7. The Status changes to Active - You have now successfully created an entitlement for an account.

Spring Wave 14 Update: Working with Entitlements in Microsoft Dynamics CRM

 

Working with Entitlements

 

To see how entitlements work, let head back over to the account. The entitlement shows up in the list of entitlements for the account.

 

Spring Wave 14 Update: Working with Entitlements in Microsoft Dynamics CRM

If you notice, the remaining terms says 10, which is equal to the total terms, as we have just setup the entitlement.

Let's go ahead and create a case for this account.

  1. Make sure the account is filled in.
  2. The entitlement to be consumed is selected.
  3. Fill in the relevant fields and save the case.

 

Spring Wave 14 Update: Working with Entitlements in Microsoft Dynamics CRM

 

On saving the case, the entitlement should get consumed, as our entitlement is based on case creation.

Going back to the entitlement, we see that our remaining terms have been adjusted.

 

Spring Wave 14 Update: Working with Entitlements in Microsoft Dynamics CRM

 

That's how entitlement works. If we create 9 more cases, for the next case, it will stop us from creating any more cases, as we have set the Restrict Based on Entitlement terms to Yes.

 

Spring Wave 14 Update: Working with Entitlements in Microsoft Dynamics CRM

 

However, if you do set the Restrict Based on Entitlement terms to No, and create more cases than the total terms, then this is how the entitlement will look like – the remaining terms shows a negative figure.

 

Spring Wave 14 Update: Working with Entitlements in Microsoft Dynamics CRM

 

Remember – To make changes to an entitlement, you would need to de-active it, make the change, and then activate it again. If you are interested in learning more about entitlements, look to our our deep-dive blog on further advanced features– namely, channel, products and contacts.

Happy CRM'ing!

 

 

 

 

 

 

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

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:

 

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:

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!