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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Entitlements Setup - M...
Service | Customer Service, Contact Center, Fie...
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Entitlements Setup - Monthly Rolling Support

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Posted on by AndrewC-CloudEase 12
I am trying to work out the best way to setup Entitlements in Dynamics 365 Customer Service for my clients who have a Support arrangement with me. Currently the support option is a monthly retainer where a set number of hours are added each month and if hours are not used, they can be rolled over. As the arrangement is a month on month one then in Dynamics I can setup an entitlement that expires and has to be renewed each month. The additional hours would then need to the balance.
 
I am trying to find out if there is an automated way to setup this up as doing this manually will be too labour intensive.
 
Look forward to hearing any possible solutions for this.
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  • Suggested answer
    Muhammad Affan Profile Picture
    Muhammad Affan 4,624 Moderator on at
    Hi There,
     
    You can incorporate Power automate flow.
     
    Thanks
    Affan
    Please do not forget to click Yes under "Did this answer your question?" to close this thread.


    Follow my channel related to Dynamics 365:  https://www.youtube.com/@AffansDynamicsJourney
     
  • Verified answer
    Karthik.Sompalli Profile Picture
    Karthik.Sompalli 28 on at
    Hi, OOB doesn't provide this automation solution, so you can follow below steps to achieve your entitlement automation using power automate based solution.
     
    1. Setup your Entitlement:
    • Create your Entitlement, setting the total hours and defining the expiry as the end of the month
    2. Automate Monthly Renewal:
    • Use Power Automate to automate the renewal of entitlements each month.
    • Set up a scheduled flow that:
      • Identifies the entitlements expiring at the end of each month.
      • Copies or extends the entitlement to a new month.
      • Adds unused hours (if any) to the balance for the new month.
    • The flow can also send notifications to the client and the support team when the new entitlement is created.

    3. Carry Over Hours:

    • In the same Power Automate flow, include logic to check for unused hours at the end of the month and add them to the new entitlement period

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