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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Entitlement Management...
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Entitlement Management for Parent / Child Companies

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Posted on by SErf 655

Hi,

we are working with big Enterprises. 

Often it is the case that "Solution Corp." buy a Support Entitlement with us for 200 hours.

But, Solution Corp. has 2 different child companies who both work with us in parallel in different countries.

  1. Solution Ltd. in UK
  2. Solution GmbH in Germany

Now, the entitlement is with the Account "Solution Corp." as they bought it. 

But in the end we are working with the child companies. So the Contacts of the Child Company are the ones creating Cases through Phone/E-Mail/Portal.

Is there a way how we can still have Cases from the Child companies be tracked against their parents entitlement?

We have this issue with nearly all of our big enterprise customers.

Thanks!

  • AriaConsulting Profile Picture
    AriaConsulting 2,655 on at
    RE: Entitlement Management for Parent / Child Companies

    Unfortunately, I think said, you are probably looking at some form of customization.

  • SErf Profile Picture
    SErf 655 on at
    RE: Entitlement Management for Parent / Child Companies

    I've read up on the Parent - Child Case Relationship and I don't think it can help in this situation. 

    This defines inheritance of fields and Case Closing behavior, but it won't change which entitlements can be selected.

  • AriaConsulting Profile Picture
    AriaConsulting 2,655 on at
    RE: Entitlement Management for Parent / Child Companies

    I gather the "Create Child Case" functionality is insufficient?

  • SErf Profile Picture
    SErf 655 on at
    RE: Entitlement Management for Parent / Child Companies

    Hi Leah,

    thanks for the response.

    What options for workarounds do you see?

    Unfortunately the Case and Entitlement entity are rather restricted...

    Thanks.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Entitlement Management for Parent / Child Companies

    Hi,

    Unfortunately, you can’t share Entitlements between Parent & Child Accounts.

    Maybe you can just set up separate Entitlements for each Child Accounts.

    Regards,

    Leah Ju

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