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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Customizing Dynamics CRM
Microsoft Dynamics CRM (Archived)

Customizing Dynamics CRM

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Posted on by Community Member Microsoft Employee

Hello,

We are trying to customize Dynamics CRM to suit our day to day business activities. We offer monthly or quarterly subscription to our customers for the satellite services we offer to them for a certain bandwidth plan. We have used the Product entity for different bandwidth plans. How can we record the customer subscription plans? We need an entity which has N:1 relationship to customer account and N:N relationship to product.

We received a suggestion that we can use the Entitlement entity for this purpose. But in doing so, we found out that once the Entitlement becomes active, it is read only. And we need to change some parameters or field values along the way. Is it possible to change the field values in Entitlement entity programmatically through a workflow or button while the entitlement is active?

Any suggestions?

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  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customizing Dynamics CRM

    Hello Allen,

    you can do this and use plugins to update records

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customizing Dynamics CRM

    Hi,

    Thanks to Michel and Jagmohan for the replies.

    We don't have a requirement for SLA for the subscription entity. If I understand it correctly, we need to create a new entity for our subscription records and create N:1 and N:N relationship to customer and product entities.

    Furthermore, we have a requirement to have child entity to record the history of the subscription entity. i.e if the subscription is upgraded to a higher service plan, or the equipment is changed, or technical parameters are modified, etc. When there is such a change, we need to add a record in the child entity and at the same time modify the parameters in the parent entity to reflect the changes. Preferably we would like to have several buttons for our standard actions, such as: start test activation, begin commercial activation, bandwidth upgrade, suspension, decommission, etc.

    Is this possible? Could this be done using a work flow?

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Customizing Dynamics CRM

    Hello Allen

    Michel is correct here. you should go with a custom entity and you can enable SLA functionality for the custom entity

    community.dynamics.com/.../slas-extended-to-all-custom-entities

    Hope it will work for you!

  • Suggested answer
    Michel van den Brink Profile Picture
    Michel van den Brink 4,697 on at
    RE: Customizing Dynamics CRM

    Hello Allen,

    The Entitlement entity might not be the right one for you. It ties in to the SLA functionality of the Customer Service app and isn't really meant to be modified frequently. Entitlements can only be revised, where the old one is deactivated and a new one is created and then activated.

    Are you planning on using the SLA functionality? Then it's an option to use the Entitlements but, modifying them while activated is unfortunately not possible.

    If you have specific needs to track a N:N you could opt to create a custom relationship or entity. Depending on whether you want to track additional information about the relationship, and additional entity where you keep the type of bandwidth plan (and it's relation to the different products) might be appropriate.

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