June 27, 2014

Entitlement is a new entity released in the CRM 2013 SP1 Spring 2014 release. CRM Entitlements allow you to specify and control the amount and type of support a customer is entitled to receive. You can specify the amount of support in terms of support hours or number of cases. You also have the ability to restrict entitlements based on specific conditions, such as limiting support to a specific product or list of products, or also by limiting support with contact(s) or person(s) of an entitlement customer who is responsible to open a case.

CRM_2013_SP1_Entitlement_1_Overview

Conditions around entitlements

You can also create entitlement using the entitlement template, which accelerates your time for creating new entitlement. You can specify SLA (Service Level Agreement) to an entitlement record to provide different service levels to different entitlements.

How to Create Entitlement and Entitlement Template

  • First, go to Settings.
  • Under Settings, go to Service Management.
  • Under Service Management, look for the Service Terms section Entitlement is listed there.

An Entitlement Template can also be created from Templates, found under Service Management. Alternatively, Entitlement can be created from Customer or contact records.

Creating an Entitlement Template is the same as creating Entitlement, but when you create new entitlement, you have a choice to either create Blank Entitlement or Create from existing Entitlement Template. In our example, we will go through the new Blank Entitlement Create functionality.

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Service Management section: the beginning step to creating Entitlements or Entitlement Templates

Creating a New Blank Entitlement

Under the Information Area, specify a valid name for the Entitlement. Then, choose the Primary Customer for this entitlement. You will need to choose Primary Customer from either Account or Contact and define a valid date range (Start Date & End Date) for this entitlement.

If you have a scenario for which entitlement will be active for a lifetime, you will need to select a very large End Date value such as 3000 year range, or anything that meets your business requirements, so that it will never expire.

The next option is Restrict based on entitlement Terms. If it is set to YES then entitlement will be restricted base on terms defined in Entitlement. (We will cover Entitlement Terms later in this post).

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Information on a New Entitlement Form

If required, you can associate appropriate SLA (Service Level Agreement) to an Entitlement. You might have different SLAs such as Premium SLA, Standard SLA and Platinum SLA, etc. for customers and by associating to different entitlements, you can differentiate SLAs and customers. Next we will look at Entitlement Terms.

The first option is Allocation Type, where you can choose either Number of Cases or Number of Hours (We selected Number of Cases).

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The next option is Decrease Remaining On, which allows you to select either Case Resolution or Case Creation (We select Case Resolution).

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Each of these two options goes along with Total Terms number. This is where you can specify a number, such as 100, that will go along both options. This means 100 cases – the number of support cases that customer can open and it decreases that number by one when a case is successfully resolved. When the case is opened, this number will not decrease until the case resolved.

If a case is canceled, that number will not decrease either.

However, if you select Case Creation option in Decrease Remaining On, whenever a new case is created this number will automatically decrease by one –immediately. If that case is closed as canceled, it will bring back original number prior to opening this case.

As mentioned earlier, Total Terms relates to Restrict Based on Entitlement Terms.When a user specifies Restrict Based on Entitlement Terms to YES, then in our case, it will not allow user to create more than 100 cases for this customer. If Restrict Based on Entitlement Terms Set to NO, then users are not restricted based on Entitlement Terms.

Entitlement Channel

The Entitlement Channel allows you to define different channels that a customer can use to create a new case, and how many different terms they can use on each channel. For example, in below screenshot, I have selected 100 Terms for web and email, meaning that a user can create 100 cases for each of those channels. If I wanted to restrict users from creating cases via phone, then I would select 0 for the total terms. If you do not specify channels, then you are allowing cases to be created through any channel.

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Entitlement Channel SubGrid

Entitlements Relating to Products

Similar to Entitlement Channels, you can choose to associate an entitlement to a product. For example, for ABC Product, this entitlement would only show up as an available option if the case is related to ABC Product.

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Opening Cases

You can associate which contacts are authorized to open a case based off an entitlement. Without having anything populated in the Contacts Subgrid, this entitlement allows any contact for this customer to open a new case. If I specify a specific group of contact(s) for that given customer, then only those contact(s) are be authorized to open new case.

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Contacts Subgrid

In the above screenshot, John Miller is listed in the Contact Subgrid, meaning that only John Miller is authorized to create a new case for ABC Motors. If nothing is specifies in the contact subgrid, then any contact under ABC Motors can create or open cases.

Activation

Once you done with all criteria and information around Entitlement, you must activate it in order to use it. Once activated, only the user can use it.

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Once you activate entitlement, it will display that entitlement on Customer Records too.

Renew Entitlement

When Entitlement has expired, there is a choice to renew Entitlement from the command bar. If you click on RENEW on the Command Bar, it will retrieve all parameters and information from an expired Entitlement and populate it in a new Entitlement form. Also, it will analyze the valid date range in expired entitlement and set the next valid date range on new entitlement form. Thus, when you choose Renew, it saves significant time for users.

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An example of an expired Entitlement Record

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New Entitlement record after renew

In CRM 2013 SP1, SLA (Service Level Agreement) and Entitlements help your Customer Service Team deliver on your customers high expectations with configurable and measurable SLAs. If you have any questions about Entitlements, please ask in the Comments section below.