Use entitlement templates to set up entitlements quickly

Applies to Dynamics 365 for Customer Engagement apps version 9.x

Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 for Customer Engagement. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.

Note

With the Customer Engagement apps version 9.1 release, entitlement templates in service management are available in the Customer Service Hub. We recommend that you create and manage entitlement templates using the new experience.

Create an entitlement template

  1. Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. In the Customer Service Hub sitemap, go to Service Management and select Templates > Entitlement Templates.

    Note

    In the Customer Service app, go to Settings > Service Management and select Entitlement Templates.

  3. To create a new entitlement template, select New in the entitlement template search box.

  4. Type or modify information in the text boxes.

    Hovertips provide hints about what to enter.

    • Entitlement Template Name. Enter a name for the entitlement template.

    • Start Date. Select the date from which the entitlement will be valid.

    • End Date. Select the date until which the entitlement will be valid.

    • Restrict based on entitlement terms. To restrict creating case when the entitlement term is over, select Yes. Otherwise, select No.

    • SLA. Select an SLA record to associate the service levels or key performance indicators for the support you are providing with this entitlement.

      Under Entitlement Terms, specify the term details for the entitlement:

      • Allocation Type. Select whether the entitlement is for number of hours or number of cases.

      • Decrease Remaining On. Select whether to decrease the remaining term on case creation or resolution.

      • Total Term. Specify the total amount of support the customer is entitled to with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases.

  5. Select Save.

Add entitlement channels

Use the Entitlement Channels section to define the channels your customers are entitled to, and track the customer support term for each channel separately. For example, to use phone and email as support channels, and restrict them to 80 and 20 hours respectively, create an entitlement channel for each of them.

Note

You must save the template record before you can add entitlement channels to the template.

  1. In the Entitlement Channel section, select ... and select Add New Entitlement Template Channel.

  2. Specify the total terms that you want to allot to the particular channel.

    The remaining term is auto-calculated and shows the total number of hours or cases remaining for the customer’s entitlement.

Associate a product with the entitlement template

If you want the entitlement template to be applicable to specific products for an individual customer, associate a product to the template.

  1. In the Search for records box, type the first few letters of the name of the product that you want to associate with the template.
  2. While in the template record, in the Products section, select ... and select Add Existing Product.

Note

In the Customer Service app, you can also select to open the template form in the Form Editor in case you want to add additional sections to the form.

See also

Create an entitlement to define the support terms for a customer