Question

You are a customer service manager using Dynamics 365 for Customer Service. You need to restrict support to the products that a customer has purchased. What should you do?

Answer 1

To restrict support in Dynamics 365 for Customer Service to the products a customer has purchased, you can use entitlements. Create an entitlement template, associate it with the customer's account, and assign it to their case record.

Step-by-step explanation:

Restricting Support in Dynamics 365 for Customer Service

To restrict support to the products that a customer has purchased in Dynamics 365 for Customer Service, you can use the built-in entitlements feature. Entitlements allow you to define what products, services, or features a customer is entitled to and set specific limits on their usage. Here's how to do it:

1. Create an entitlement template that defines the support options for your products.
2. Create an entitlement that is associated with the customer's account and link it to the entitlement template.
3. Assign the entitlement to the customer's case record to restrict support to their purchased products.

This way, you can ensure that customers receive support only for the products they have purchased.