Exercise - Manage support contracts by using entitlements
Before you begin, to achieve the maximum effect of this exercise and the other exercises included with this learning path, it's recommended that you have some sample data to work with. If the instance that you're working with doesn't have any sample data, you can use the following steps to add the stock sample data to your system.
In a new browser window, open the Power Platform Admin Center.
Using the navigation on the left, select the environment that you want to install the sample data to.
On the command Bar at the top, select the Settings button.
Locate and expand the Data management heading.
Select Sample Data.
If the sample data isn't installed, you need to select the Install Sample Data button. (It might take a few minutes for the data to appear, but you can continue to use your application while it installs.)
Select Close.
Learning objectives
At the end of these exercises, you'll be able to perform the following tasks:
- Create entitlement records in Dynamics 365.
- Define entitlement channels.
- Limit entitlement products and contacts.
- Define default entitlements.
You're a customer service manager at a support center that's named Contoso. Sidney Higa, a contact at Blue Yonder Airlines, has contacted you about the company's support plan. Blue Yonder is implementing a new ticket system and foresees several issues. Therefore, the company wants to open a phone support–only plan that only Olivia can use. This plan should last one year and should let Olivia open 30 phone cases.
Blue Yonder realizes that other issues might arise. But it wants all cases that aren't opened by Sidney Higa to be opened through the web, email, Facebook, or Twitter, not over the phone. Therefore, the company wants another support plan that everyone besides Olivia will use. This support plan should be limited to the web, email, Facebook, and Twitter channels. The company feels that 200 cases will be enough for this plan.
High-level steps
Create a phone support–only entitlement that has these characteristics:
- It's limited to the phone channel.
- It's limited to Olivia Wilson.
Create a default entitlement for Blue Yonder that has these characteristics:
- Create Entitlement records in Dynamics 365
- Define Entitlement Channels
- Restrict Entitlement Products and Contacts
- Define Default Entitlements
- Cases can't be opened over the phone.
- It's set as the company's default entitlement.
Activate both entitlements.
Detailed steps
You're a Customer Service Manager at a support center called Contoso. Sidney Higa, who is a contact at Blue Yonder Airlines has contacted you regarding their support plan. They're implementing a new ticket system and foresee several issues coming up. They want to open a phone support-only plan that will last for one year and provide only Olivia with the ability to open 30 phone cases.
Create the phone support–only entitlement
Open the Customer Service admin center application.
Using the navigation on the left, select Service Terms under the Operations group.
In the Entitlements section, select Manage.
On the command bar, select New.
Enter the following information for the new entitlement:
- Name: Blue Yonder Phone Support Entitlement
- Primary Customer: Blue Yonder Airlines (sample)
- Start Date: The current date
- End Date: One year from the current date
- Restrict based on entitlement terms: Yes
- Allocation Type: Number of cases
- Decrease Remaining On: Case Creation
- Total Terms: 30
Select Save to save the entitlement and leave it open.
Add channel terms
In the Entitlement channel subgrid, select the More Commands (vertical ellipsis) button.
In the menu, select New Entitlement Channel.
In the Name field, select Phone, and set the Total Terms Field to 30.
Repeat steps 1 and 3 to add the following channel terms:
- Name = Email and Total terms = 0
- Name = Web and Total terms = 0
- Name = Facebook and Total terms = 0
- Name = Twitter and Total terms = 0
- Name = IoT and Total terms = 0
Limit the entitlement to Olivia Wilson
In the Contacts subgrid, select the More Commands (vertical ellipsis) button.
From the menu, select Add Existing Contact.
In the Lookup field, enter Sidney.
Select Sidney Higa (sample) and select the Add button as a contact.
Your completed entitlement will resemble the following image.
Activate the entitlement
On the command bar, select Activate to activate the entitlement record.
On the Confirm Entitlement Activation page, select Activate.
Close the entitlement.
Create the default entitlement for Blue Yonder
In the Entitlement grid, on the command bar, select New.
Enter the following information for the new entitlement:
- Name: Blue Yonder Default Support Entitlement
- Primary Customer: Blue Yonder Airlines (sample)
- Start Date: The current date
- End Date: One year from the current date
- Restrict based on entitlement terms: Yes
- Allocation Type: Number of cases
- Decrease Remaining On: Case Creation
- Total Terms: 200
Select Save to save the entitlement and leave it open.
Add channel terms
In the Entitlement channel subgrid, select the More Commands (vertical ellipsis) button.
From the menu, select New Entitlement Channel.
In the Name field, select Phone, and set the Total Terms field to 0.
Your completed entitlement will resemble the following image.
Activate the default entitlement
On the command bar, select Activate to activate the entitlement record.
On the Confirm Entitlement Activation page, select Activate.
To make sure that the entitlement is used by default, select Set as Default.
Exercise: Apply entitlements to cases
Sidney Higa has contacted you about an issue, but Blue Yonder's system is down. You must create a new case and link the company's entitlement to the case.
High-level steps
Create a new case.
Associate the entitlement.
Add a phone call.
Resolve the case to reduce the remaining terms for the entitlement.
Detailed steps
Open the Customer Service Workspace application.
In the site map, select the wrench symbol to open the Cases page.
On the command bar, select New Case.
Enter the following information for the new case:
- Case Title: System down
- Customer: Blue Yonder Airlines (sample)
- Origin: Phone
- Entitlement: Blue Yonder Phone Support Entitlement
In the Phone to Case process, select the Identify stage.
Set the Find Contact field to Sidney Higa (sample).
Select Save to save the case.
Add a phone call activity to the case
- Email with Total terms to 0
- Facebook with Total terms to 0
- Web with Total terms to 0
In the Timeline section, select Add Info and Activities.
On the menu that appears, select Phone Call.
Enter the following information for the phone call activity:
- Subject: Called Customer about resolution
- Call From: Your user record
- Call To: Sidney Higa
- Direction: Outgoing
- Duration: 15 Minutes
- Description: Called the customer and the issue was resolved by rebooting the server.
Select Save.
In the Timeline section, for the phone call activity that you created, select the ellipsis button (...) next to Delete.
On the menu that appears, select Close Activity.
On the Close Phone Call page, enter the following information:
- State: Completed
- Status: Made
Select Close.
Resolve the case
On the command bar, select Resolve Case.
In the Resolution field, enter Rebooted server, and set the Billable Time field to 30 Minutes.
Select Resolve.
On the command Bar, select the Activate button to activate the Entitlement record.
Create a new case from another user
On the command bar, select New Case.
Enter the following information for the new case:
- Case Title: Password Issue
- Customer: Blue Yonder Airlines (sample)
- Origin: Email
Select Save to save the case. Notice that the Blue Yonder Default Support Entitlement was automatically added to the case.
Resolve the case
On the command bar, select Resolve Case.
In the Resolution field, enter Rebooted server, and set the Billable Time field to 30 Minutes.
Select Resolve.
View the remaining terms for the entitlement
In the site map, select Accounts.
Select Blue Yonder Airlines.
In the Related section, select the Entitlement icon. Notice that both the phone support–only entitlement record and the default entitlement record have been reduced by 1.
