Hello Dynamics 365 Community,
I hope you can help please.
I’ve created two Entitlements for an Account.
Entitlement 1: This Entitlement would be for all Cases created for that Account which has the Product ABC123. It would have the “Gold SLA”.
Entitlement 2: This Entitlement would be for all other Cases for that Account which doesn’t contain the Product ABC123. It would have the “Silver SLA”.
So, the logic would be for the Account:
If Case contains Product ABC123 then assign Entitlement 1
Else assign Entitlement 2
This can be achieved by manually adding the Entitlement on a Case. But we don’t want to manually add it. We’d like the Entitlement to be automatically applied, such as when a Case is created.
I don’t want to use workflows, as I’d like to give my business users the ability to create and manage Entitlements rather than having to come to I.T. to make a change every time they want something additional.
Also, this functionality would be used for multiple customers with different requirements, so using a Default SLA wouldn’t work.
If I only wanted one Entitlement per Account then I can set it to “Is Default” and that one Entitlement works perfectly. But that’s not what I want, unfortunately.
Any help would be greatly appreciated. But I have a feeling this isn’t possible.
Thanks very much,
Garry
