Here’s a step-by-step guide to configure Entitlements in Dynamics 365 Customer Service. Entitlements allow you to define support terms (like number of cases, hours, or service level agreements) that a customer is entitled to.

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📘 What is an Entitlement?

An Entitlement in Dynamics 365 defines the level and type of support a customer is eligible for, such as:

• Number of cases allowed
• Number of support hours
• Linked SLA (Service Level Agreement)
• Applicable to a customer or product
• Can be time-bound (start and end date)

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✅ Prerequisites

• You must have the Customer Service app installed
• You need System Administrator, Customer Service Manager, or equivalent privileges
• SLAs configured (optional but recommended)

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🧭 Step-by-Step: Configure Entitlement in Dynamics 365

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🔹 Step 1: Enable Entitlements for Case (if not already)

1. Go to Advanced Settings > Settings > Service Management > Service Configuration Settings.
2. Ensure the option “Use entitlements” is set to Yes.
3. Save and close.

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🔹 Step 2: Create a New Entitlement

1. Open the Customer Service Hub.
2. Navigate to Service Management > Entitlements.
3. Click + New.

Fill in basic info:

• Name: e.g., Gold Support for Contoso
• Customer: Select a Contact or Account
• Start Date / End Date: Define entitlement validity
• Restrict based on entitlement terms: Set to Yes to enforce limits
• Allocation Type:
  • Number of Cases – Fixed number of incidents
  • Number of Hours – Based on billable support hours
• Total Terms: e.g., 10 cases or 20 hours
• SLA: Attach an SLA (optional)

4. Click Save.

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🔹 Step 3: Add Entitlement Channels (e.g., Email, Phone, Web)

1. In the entitlement form, scroll to Entitlement Channels (subgrid).
2. Click + New Entitlement Channel.
3. Set:
   • Channel: Email / Phone / Web / etc.
   • Total Terms: e.g., 5 email cases, 5 phone cases
4. Save & close.
5. Repeat for other channels.

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🔹 Step 4: Associate Products (Optional)

If the entitlement applies to specific products:

1. Go to Products subgrid > Click + Add Existing Product
2. Select the applicable product(s)

Now, only cases related to those products will use the entitlement.

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🔹 Step 5: Activate the Entitlement

Once setup is complete:

1. Click Activate on the command bar.
2. Status Reason will become Active, and the entitlement becomes available for use.

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🔹 Step 6: Link Entitlement to Case (Manually or Automatically)

Manually:

• Open a Case record
• In the Entitlement lookup, choose the appropriate entitlement

Automatically:

• Use Entitlement Automation Rules or Automatic Record Creation (ARC) rules
• Optionally use Power Automate to auto-link entitlements based on account, product, or channel

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🧪 Step 7: Test the Entitlement

1. Create a new Case for the customer
2. Link the entitlement (should auto-link if configured)
3. Case should reduce the terms remaining (case count or hours)
4. When the case is resolved, terms used should update
5. Once terms are exhausted, user will get a warning if they try to use the entitlement

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🧠 Tips & Best Practices

Tip	Description
Create Entitlement Templates	Use as blueprint for similar customers
Use with SLA	Combine SLAs with Entitlements for complete support policies
Use in Email-to-Case	Auto-link entitlement to incoming emails
Reporting	Monitor entitlement consumption using Power BI or custom views

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🧰 Optional Enhancements

• Use Power Automate to notify agents when terms are low
• Integrate Entitlements with Customer Voice to gather satisfaction feedback post-case
• Automate Entitlement expiration reminders to account managers