Hi,
I'm hoping that someone can help us with this problem. We've been using Dynamics CRM (on-premise and, more recently, online) for running our customer-facing helpdesk since CRM 4.0. For the most part, the product has done a reasonable job. Last summer, our CRM Online instance was updated and, all of a sudden, we couldn't associate contracts with cases when the account associated with the contract was different to the account associated with the case. This had not been a problem before the update. This functionality is important to us as we sometimes receive support requests from third-parties on behalf of customers and so need to be able to handles situations along the lines of "Person A from Company B called to log a case against Company C's contract". I logged a support case with Microsoft regarding this and despite much backwards and forwards (and proving that a change had indeed occurred), was told that this was not a bug and would therefore not be fixed.
As much as we would like to use entitlements instead of contracts (so we can take advantage of the SLA functionality), we can't as the same restriction exists there also.
Does anyone know how we can overcome this problem so that we can support these scenarios?
Many thanks.
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