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Entitlements specify the support term based on number of hours or number of cases. The customer’s support level can vary based on the product or service that the customer has purchased. Customers who’ve purchased different products can be entitled to different support levels.

This information helps the customer support agents verify what the customers are eligible for and create cases for them accordingly. Entitlement channel records contain the total terms and remaining terms for each channel in an entitlement.

Default channels include Phone, Email, Web, Facebook, and Twitter. You can add custom channels by editing the global option set. Use entitlement templates and entitlement template channels to create entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term. You can also relate entitlement channels and products to entitlement templates.

For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization. If you’re using Microsoft Dynamics CRM Online 2015 Update 1 or Microsoft Dynamics 365 (on-premises) you can also: • Set a default entitlement for a customer: When you create or update an incident (case) for the customer, the default entitlement is automatically applied to the incident. For incident updates, the default entitlement is automatically applied only if you are updating the customer, contact, or product information for an incident record. This is especially useful when you have a single entitlement per customer in your organization, and want the default entitlement to be automatically applied to the incidents that are created or updated for each customer instead of the customer service representatives having to manually select the entitlement, and apply it to the incident. Use the Entitlement.IsDefault attribute to specify the default entitlement for a customer. Only an active entitlement for a customer can be set as the default entitlement.