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Hello. I am wanting to set up an entitlement for an account but want all the contacts on the account to have access to the entitlement. When I create the entitlement for the primary customer, the account, I get an error when trying to assign the entitlement to a contact in the customer field in a case that says" Select an active entitlement that belongs to the specified customer, contact, or product, and then try again." I get the same error if I assign the contacts to the entitlement.
Am I doing this wrong? Is there a proper way to assign a single entitlement to a whole account in Dynamics?
Thanks.
Yes. Thank you so much for the answer.
Hi Partner,
Can you click Yes under "Did this answer your question?" to close this thread if my answer is helpful.
Thanks in advance!:)
Hi patrickhurt,
If you set "customer" with an assigned contact from an account, only entitlements that created for the contact can be selected in case form.
In summary, if you want to select a specific entitlement in the case, you must ensure that the customer field(Case) is consistent with the value of the primary customer field(Entitlement).
You created the entitlement for the primary customer, the account, the customer field must be filled with the account if you want to select the entitlement.
For viewing cases in portal, don't worry it.
The default table permission for case entity in Customer Self-Service portal allow contacts view cases that customer is his parent account or himself, regardless of whether the case is assigned to the contact under "customer".
Leah Ju-
Thanks for taking the time to write out your answer. My Dynamics Customer Service has "customer" as an option when I manually create a new case. This "customer" is an assigned contact from an account. The active entitlement is not allowed to be assigned to this contact in the case, even if the contact is assigned to an active entitlement. It also does not show in the search box for entitlement in a case.
Are you saying the only way to use an entitlement is to assign "customer" to the account, and then have contact listed under "contact" in details tab of the case? If this is accurate, won't that impact contacts signing into a portal to view their cases since the case is not assigned to the contact under "customer"?
Hi patrickhurt,
1.Firstly, you must active the entitlement.
2.In a case record, in the Entitlement field, select the Lookup button,and select an entitlement. The inline lookup shows only the active entitlement for the customer of the case.
You mentioned,"When I create the entitlement for the primary customer, the account",So you need populate same value in customer fields of case if you want to select the entitlement you just created.
3.If you want to fill related contact in case form, you need add the contact in the sub-grid of entitlement form.
Note: If you don’t add a contact, all the contacts for the specified primary customer will be entitled to support.
You can refer following link for more details:Create entitlements to define the support terms for a customer (Dynamics 365 Customer Service) | Microsoft Docs
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