D365 Field Service Work Order Entitlements – 1

Entitlements have been a part of Dynamics 365 for quite some time, but we were only able to configure them for cases. This has changed recently!! We can now use entitlements in conjunction with Field Service Work Orders. Work order entitlements allows organizations to automatically apply discounts to work orders and their related products and services by associating a pre-configured price list or just typing in the discount percentage. I was very excited to stumble upon this feature not to long ago, so I figured this would be a great topic for an article!

In order to access entitlements you’ll have to access the Dynamics 365 Field Service app and change the area to ‘Settings’. You’ll see entitlements listed under the ‘Service Delivery’ section. There are several ways you can setup entitlements and depending on which scenario you’re in, there will be different options. We can create simple entitlements which I still start with in this article, and there are ways to make it a little more complicated by using entitlement applications, but those are optional an not required. In this article I am going to explain how a simple entitlement without an entitlement application works. I will cover entitlement applications in next week’s article.

Entitlement Creation

Click on the +New button on the command bar to create a new entitlement. There are a few fields you’ll need to populate before you can save:

• Name – The name of the entitlement
• Primary Customer – This should be the billing account of the service account. If the billing account and the service account is the same that is the account you should populate here.
• Start and End Date– Date range the entitlement is active. If a work order is created within this time frame the entitlement will be applied to the work order
• Entity Type – Make sure this is set to work order
• Allocation type – Currently there is only one option in this option set which is ‘Discount % and Price List’
• Applies to: You have the option to choose from work order products, work order services or both. This is where the discount will be applied
• Price List to Apply – If you want to use prices from a predefined price list, you can add the price list here. This means that when the entitlement is applied to a work order, the price list selected in this field will be applied. You can also leave this field black and just use the % Discount field.
• % Discount – This is the percentage that will be discounted when this entitlement is applied to a work order. If the work order products or services are on the (work order product or services) price list this percentage will be calculated from the price on the price list. If the work order has products or services that are not on their associated price list, the discount will be taken from the related product record that is populated in the product lookup field. (list price field in product record).
  NOTE: Either the price list to Apply or % Discount field needs to be populated before you can save the entitlement, you can also apply both fields, which means that both the price list will be applied and on top of that the discount % will be applied.
• Entitlement Prioritization – If there are multiple entitlements for an account this field shows which entitlement has the highest priority. The lower the number in this field, the higher the priority, meaning if there are two entitlements that meet the conditions defined in the entitlement, the entitlement with the highest priority (lowest number) will be applied. If a priority is blank this entitlement will have the lowest priority. Users have the ability to apply a different entitlement if needed.

You also have the option to associate only certain products or services to an entitlement. What this means is that when the entitlement is applied, it will only be applied to the products and/or services that are selected in the products grid. What does this mean? If a work order is created that has work order products/work order services related to those products, only those work order products/work order services will be discounted.

Example: I created and activated a simple entitlement for Alpine Ski House where the entitlement applies to both work order products and services. The price list to apply is my warranty price list, which is 25% less than my default price list. In the % Discount field I have entered 100 (100% discount on top of the price list). In the products grid I have selected the Heating Regulator product and the Roof Ventilator Service.

I then created a new work order using an incident type for Alpine Ski House which has the following work order products and services:
– Heating Regulator (work order product)
– Roof Ventilator (work order product)
– Roof Ventilator Services (work order service)

When I open the work order and review the work order products & services I see the following:
– Heating Regulator | Price list: Warranty | Est. Discount %: 100
– Roof Ventilator | Price list: Default Price list | Est. Discount %: 0 |
– Roof Ventilator Services| Price list: Warranty | Est. Discount %: 100

NOTE: When you click on the ‘Other’ tab in the work order product or work order service record you can see the entitlement (if any) was applied. As you can see in the example above the entitlement was only applied to the products and services that were related to the products and services I added to the products grid on the entitlement. If there are no products and/or service added to the grid, all products and services will be covered under the entitlement. You also noticed that the system added the warranty price list and added the 100% discount. If the % discount field was empty, only the warranty price list would’ve been used, if the Price List field was blank, only the % discount would’ve been applied.

I hope you enjoyed this post! Be sure to check in again next week for the second part of this post where I will be discussing entitlement applications or subscribe here to never miss another post!