Before CRM 2015 Update, users had to set the entitlement to a case record manually and as with the latest Microsoft CRM update, it can be automated.

 

An entitlement can be set as a ‘Default Entitlement’ for a customer and thereafter when a case is created for the customer, which entitlement will be assigned to the case automatically which saves service user’s time.

Entitlement-1

Only when the Entitlement is activated, the button to set the entitlement as default would be available.

SetDefaultButton

This would set the value ‘Is Default’ to true

Entitlement-1

Once the value is set, any new case created for the customer would have this entitlement associated automatically.

EntitleAssigned-default

 

The key use of entitlement is to provide a finite number of case resolutions/hours for customers. It can also be enhanced to improve the case management process.

Advertisements