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Overage of entitlement hours: invoice at higher hourrate as entitlement hours

Posted on by 121

So this is how we work now (testing D365 now)

Scenario's

1. A customer can have no contract, so billed by the hour
2. a customer can have a contract of 50h at i.e. 100€/h. extra hours are billed at 120€/h
3. the 50h should reset each month, not transferable
4. entitlements do not renew automaticly??? 

Questions

1. no contract customer: So this custmer should be billed all the time the tech worked on that case. Even when the case has not been closed, the hours worked on that case that month should be billed. I do not see how I can accomplish that

2. Contract customer: I see how the entitlement hours get deducted. but when no more hours in entitlement how could I bill the extra hours at a primium rate?

3/4. How would I autorenew a entitlement every month so I can use the 50h/month?

5. i see the cases progressbar show how long the case was opened, but not really time worked on that. how does this track correctly?

any good books or tutorials on setting these kind of special requitements? all that is available on youtube and docs.ms only show standard stuff

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Overage of entitlement hours: invoice at higher hourrate as entitlement hours

    Hi 

    Click this Yes button is ok.

    pastedimage1663223178942v2.png

  • ez Jurgen Profile Picture
    ez Jurgen 121 on at
    RE: Overage of entitlement hours: invoice at higher hourrate as entitlement hours

    Hi I seem to be unable to mark you answer as the solution. how does this work here?

  • Suggested answer
    ez Jurgen Profile Picture
    ez Jurgen 121 on at
    RE: Overage of entitlement hours: invoice at higher hourrate as entitlement hours

    Thanks for the info. I will contact our CRM partner

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Overage of entitlement hours: invoice at higher hourrate as entitlement hours

    Hi Jurgen Verhelst,

    It seems that you need do lots of customization to achieve your requirement.

    For question1, you need to create another field in the case to record the worked time due to only the resolved case can be recorded the billing hour.

    For question3/4, you could create a MS flow which is triggered when the previous entitlement is expired.

    For question5, there is no OOB way to do this. You also need do some customization.

    Above all, you would better get help from Microsoft Partner.

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