Maximize Entitlements with Case Management!

At Econix, we are a full-service Microsoft shop. We work with organizations in taking their sales & business operations and maximizing it through implementation of D365 Sales, D365 Customer Service, Business Central, and Power Platform (and several other Microsoft products and ISVs).

Our expertise with Microsoft applications is strengthened because we – at Econix – use the very same applications to run our business. We are no different than your organization; we have our processes and look to applications to execute it in an efficient and common-sense manner.

As users of the platform, we also understand there is need to customize (or otherwise modify) the out-of-box functionality so it can meet our operation needs.

Customer Service is a key part of our offering to customers. Econix uses D365 Customer Management to manage day-to-day and other service-type requests raised by our customers. D365 offers several tools for organizations to manage customer service, a notable one being:

Entitlements
Entitlements allow organizations to specify support terms based on number of hours or cases. A customer’s support level can vary based on the product or service 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.

To learn more about entitlements: https://learn.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer?tabs=customerserviceadmincenter

This is a great feature – but we wanted to also eliminate the need to manually associate an entitlement with a case. So, we incorporated workflows that addressed the following requirements

This is how we went about it:

1. For a particular customer, we created 12 entitlement records (each with a “Start Date” that correlates with a new month)
2. Using Power Automate, create the following flow:

If you recall, we created 12 entitlement records; putting in a value in “Sort By” and “Row Count” ensures that only 1 entitlement record is listed.
Our query is listing the “Active” entitlement with the earliest “Start Date”.

This step is taking the entitlement record (listed from previous step) and extracting its GUID (which will be used in the following step.

Using the out-of-box feature set of D365 Customer Service (cases, entitlements, etc.) and using Power Automate allowed Econix to contour the functionality to meet its operational processes.

This workflow was implemented to meet our requirements. D365 applications + Power Platform allows organizations to take scenarios (such as this) and create a solution using a no-code approach that leverages the out-of-box capabilities of D365!

If you are looking to maximize your D365 experience, feel free to reach out to us!
Also, look for new posts in coming weeks that show you other ways your organization can unlock the potential of D365 suite of applications!

Take care!

Zeshan Raja
Director of Sales
Econix InfoTech Ltd.
zraja@econix.ca