Contract entities

In the Dynamics 365 Customer Engagement (on-premises) platform, a contract is an agreement to provide support during specified coverage dates or for a specified number of cases or length of time. When customers contact customer service, the level of support they receive is determined by their contract.

Note

The Contract, Contract Line, and Contract Template entities are deprecated and will be removed in a future major release of Dynamics 365. This functionality has been replaced by entitlements in the Dynamics 365 Customer Engagement (on-premises) platform.

The contract entity is used to track customer service agreements. You can create contracts for existing customers that specify the type of service and terms that apply to each customer. New contracts are created based on the contract template. You can create contracts only for existing accounts and contacts.

A contract has the status of “Draft” until it is invoiced. You can change the contract template until the contract status changes. Each new contract is assigned a unique ID that can’t be used for another contract unless it is being renewed. When you renew a contract, it is saved as a draft with an ID that corresponds to the original contract. If a contract with a status of “Invoiced” or “Active” is modified, the amended contract remains associated with the original account.

In This Section

Contract Entity

ContractDetail Entity

Sample: Manage Contracts

Service entities (contract, incident, knowledge base)

Incident (case) entities

Knowledge base entities