Question

You manage a Dynamics 365 for Customer Service environment. The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement. You need to create the entitlement for the customer. What should you do?

Answer 1

To create a new entitlement for a customer in Dynamics 365 for Customer Service, clone the expired entitlement, adjust the dates, confirm all the parameters match, save the new record, and notify the customer.

Step-by-step explanation:

To renew an entitlement in Dynamics 365 for Customer Service with the same parameters as the expired entitlement, you need to follow these steps:

1. Navigate to the Entitlements section within the Dynamics 365 Customer Service module.
2. Locate the expired entitlement record for the customer.
3. Clone or copy the expired entitlement. This feature allows you to create a new entitlement with the same conditions and parameters as the original. In some versions, this may be available as the 'Renew' or 'Clone' button.
4. Ensure all details including the start and end dates, allocation type, remaining terms and any associated products or contacts are correctly set for the new entitlement period.
5. Save the new entitlement record and associate it with the customer's account.
6. Communicate with the customer to inform them that their entitlement has been renewed and confirm any details regarding their service level agreement.

By following these steps, you create a new entitlement for the customer that mirrors the expired one, ensuring continuity of service according to the established parameters.