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Use account entitlement for contacts

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Posted on by nkrauter

Hello,

I am trying to use entitlements to track the amount of time service technicians spent on cases. When a case is created the contact is written into the customer field. However, entitlements exist at the account level to aggregate all work done for all contacts of a certain account. When I try to select the entitlement of the account of the corresponding contact I get an error. I need to choose an entitlement the is connected to the contact. For us it does not make sense to create an entitlement for each contact. How do I correctly use entitlements so that any communication for a case happens with a specific contact?

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nkrauter 59 on at

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RE: Use account entitlement for contacts

Hey Leah Ju,

thanks for the response. I figured out that the primary contact field can be used for this purpose. However, this doesn't allow for efficient workflows in all scenarios. When I have an email from a contact and want to convert it to a incident I need to select the customer. If I choose the contact from the email (which is filled in by default), I have the problem as stated above. If I want to choose the account of the contact, I first need to figure out the account, then use that account to convert the email to an incident and finally I would have to manually fill in the primary contact.
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Community Member Microsoft Employee on at

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RE: Use account entitlement for contacts

Hi Nicolas,

As you mentioned,I am trying to use entitlements to track the amount of time service technicians spent on cases. When a case is created the contact is written into the customer field.

In the case, if you set "Customer" with contact record, only the entitlement created for that contact can be selected. Otherwise, an error will be displayed.

In summary, you must ensure that the customer field(Case) is consistent with the value of the primary customer field(Entitlement).

As you mentioned, entitlements exist at the account level, so you need populate same account in the customer field of the case entity, and you can select contact in the contact lookup field.

To let only certain contacts of a customer claim the entitlement for a specific product, associate the contacts with the entitlement.

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer?tabs=customerserviceadmincenter#associate-a-customer-contact-with-the-entitlement

Note:

If you don’t add a contact, all the contacts for the specified primary customer will be entitled to support.