These can be used to restrict the entitlement terms depending on the origin (channel) of the case. You can also optionally define channel and product details within the template if required.
As each entitlement created from the template will cover a different period. SLA – If this entitlement is linked to a specific SLA then this can be defined here.Īn entitlement template can include a start and end date, although typically these wouldn’t be used. Restrict based in entitlement terms – This options decides if new case creation will be prevented if the entitlement limit has been reached. (For example 100 cases or 50 hours of support.) Total Terms – this is the total number of allocations allowed. There are several fields that are important to understand with regard to entitlements (and entitlement templates) as these govern how the entitlements behave Īllocation Type – determines if the entitlement is based on number of cases or hours consumed.ĭecrease remain on – this determines if the balance of support remaining should be decrementing based on cases created or cases resolved. When you create a new entitlement you can opt to create it from scratch or base the new record on an entitlement template. Using entitlement templates also enforces consistency. The first thing to note is that the use of templates is optional but they are available to help speed the process of creating entitlements. You will find two options connected with entitlements and entitlement templates in the service management area of the customer service hub. It is possible to create a template for your entitlements, so let’s first look at those. Entitlements are effectively a definition of agreements between the customer and supplier for services to be provided.Įntitlements are used to define the amount of service to be provided (in terms of hours or numbers of cases), the service level to be applied and even what channels the service can be offered upon. Therefore I do encourage you to check the current skills measured statement to ensure you are aware of the latest information!Įntitlements are a “tool” to help companies manage the services they provide, this post will explain entitlements and how they are used to support service management within Microsoft Dynamics 365. Note: Microsoft do update these exams on a fairly frequent basis. In this post I will review entitlements.īelow you can see an extract from the current skills measured statement that mentions entitlements.
As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. I am currently revising for the MB-230 exam.
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