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Having used Contracts and Contract Lines for years in CRM 4 we are now trying to migrate to Entitlements.
The biggest challenge we are facing however is how to recognize a customer who has multiple "maintenance contracts" (our way of thinking about it), each with a different SLA, when the customer wishes to look at the consolidated view. I will explain.
If Customer A has three sites, each with a contract for us to maintain the Wireless LAN at those sites. Site 1 has an 8 hour response, sites 2 and 3 have a 4 hour response time.
It appears we need to create a separate entitlement for each site - which is really cumbersome. And entitlements have no way of recording the financial cost of this "contract", which contracts and lines did.
We could create all those separate entitlements and roll them up into a consolidated view but I cannot help but think I am missing something here.
Surely not everyone wants to have a fixed # cases or amount of time that is used - entitlements should also allow for a customer to call all year for a fixed fee - this new entity does not seem to track the cost of the entitlement - I know we can ignore the #cases and report based on a negative value to identify the effort expended in supporting that site but it seems to be one step forwards, two steps back with entitlements.
Any insight into an alternative, more elegant way of tracking multiple sites and multiple customers, when you have to go into settings to see the total list of "contracts" and still have no financial measurement?
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Contracts and Entitlements are both for tracking entitlement to service rather managing billing.
please refer below link:
Your business fits the bill for the Dynamics CRM Field Service where agreements and entitlements are used & cost are tracked to the service you provide. I don't know if or whenever contracts will be deprecated but surely there are improve processes now that handles the complexity.
we also use both, contracts since the beginning for e.g. licence contracts of our customers and since the entitlements were created we also use those to be able to track customer calls and as basis for our invoicing.
But since the entitlements were created, we were waiting for more clarity which concept is behind the entitlement/contract entity. Should there be a connection between entitlement and contract entity? Will contracts disappear completely one day and the entitlements will be enlarged?
We like the basic concept, but for us it is strange that obviously there are not so many MS customers who work with the concept of the contracts and entitlements.
So actually we are waiting from one release to the next and hope that there will be significant changes in one or the other entity. Perhaps there are others who invented their own solutions?
Glad someone else sees that this is an issue. I have no idea why it is not relatively obvious that the contract/entitlement piece does not work for relatively normal maintenance type businesses.
No work around as yet - thought about building completely new entities but no-one seems to be able to have an answer to the core question.
We are reluctant to invest time into the "old" contract" entity if it will be deprecated in future releases.
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André Arnaud de Cal...
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