Create and manage entitlements in Microsoft Dynamics 365 Customer Service
Intermediate
Business User
Functional Consultant
Dynamics 365
Customer Service
Entitlements turn customer support agreements into operational rules. In Dynamics 365 Customer Service, you can define who receives support, which products and channels are covered, how much support remains, and when terms are consumed. These controls help representatives apply the correct coverage to each case and help service managers deliver support consistently across customers and agreements.
Learning objectives
In this module, you learn how to:
- Model customer support agreements with coverage dates and active entitlement records.
- Configure case-based or hour-based terms so remaining coverage reflects the support delivered.
- Allocate and restrict terms across support channels.
- Control entitlement eligibility by customer, product, and contact.
- Apply the appropriate entitlement and service-level agreement to each case.
- Maintain entitlement lifecycles and standardize recurring support plans with templates.
Prerequisites
Basic experience navigating Dynamics 365 and working with cases. Familiarity with service-level agreements (SLAs) is helpful.