Entitlements in Dynamics 365 Customer Service 

Maintaining customer satisfaction and loyalty is crucial to ensuring organisational growth and long-term success, as current customers are more likely to buy again and spend more money while doing so.

Dynamics 365 Customer Service offers a comprehensive solution, helping them provide end-to-end customer support that exceeds expectations.

What are Entitlements in Dynamics 365 Customer Service?

Entitlements are agreements that define the level and type of support a customer is entitled to. Most commonly, these agreements outline details such as the cover period, support time, and number of allowed cases available to the customer.

For instance, an active entitlement might grant a customer the ability to initiate 10 email support requests or receive 20 hours of live chat assistance for their first 6 months.

Tracking entitlements becomes easy with Dynamics 365 Customer Service, as the solution can easily store entitlements and associate them with the right customer. This structured approach enables support agents to quickly verify customer entitlements and create cases that align with the predefined support agreements, ensuring efficient and effective customer support.

How to Create Entitlements in Dynamics 365 Customer Service?

Creating an entitlement in the Dynamics 365 Customer Service admin centre is a straightforward process. Follow this video or the below steps to set up an entitlement:

1. Check Permissions: Ensure you have the Customer Service Manager, System Administrator, or System Customiser security role.
2. Navigate to Customer Service Admin Centre:
   • In the site map of the customer service admin center, select Service Terms.
   • On the Service terms page, select Manage in the Entitlements section.
3. Create a New Entitlement: 
   • To use a template, select New > From Template. Choose the template and select Select.
   • To create from scratch, select New > Blank Entitlement.
4. Fill in Basic Information: 
   • Name: Enter a meaningful name for the entitlement.
   • Primary Customer: Select the customer for this entitlement.
   • Start Date: Choose the start date for entitlement support.
   • End Date: Choose the end date for entitlement support.
   • Restrict based on entitlement terms: Select Yes to prevent cases when terms are exhausted. Select No to allow negative term values.
   • SLA: Choose a service level agreement to associate.
   • Owner: Specify the owner of the entitlement.
   • Description: Provide a brief description.
5. Specify Entitlement Terms: 
   • Allocation Type: Choose number of hours or number of cases.
   • Decrease Remaining On: Select case creation or case resolution.
   • Total Term: Enter the total support amount (e.g., 100 cases).
   • *The Remaining term will be updated based on case creation or resolution.
6. Save the Entitlement:
   • Select Save.
   • Additional sections like Entitlement channel, Products, and Contacts will be added for the new entitlement.

Benefits of Using Entitlements in Dynamics 365 Customer Service

Enhanced Customer Satisfaction

By adhering to the terms outlined in entitlements, you ensure that customers receive the level of support they expect. This leads to higher customer satisfaction and strengthens customer relationships, as they feel valued and well-supported.

Efficient Resource Management

Entitlements help manage your support resources more effectively by preventing unauthorised use of support services. This enables you to allocate resources where they are needed most, ensuring that high-priority cases are handled promptly.

Improved Service Level Compliance

With clear definitions of support terms and automatic tracking, entitlements help you stay compliant with service level agreements (SLAs). This reduces the risk of SLA breaches and associated penalties, contributing to better overall service performance.

Valuable Insights and Reporting

Entitlements provide valuable data on support usage and customer service trends. By analysing this data, you can gain insights into support patterns, identify areas for improvement, and make informed decisions to enhance your support operations.

Entitlements in Dynamics 365 Customer Service are a beneficial tool for managing and optimising your support operations. For more information about Dynamics 365 Customer Service, please get in contact with our experts by emailing us at info@pragmatiq.co.uk, or calling us on 01908 038110 or by filling out our contact form.