Before CRM 2015 Update, users had to set the entitlement to a case record manually and as with the latest Microsoft CRM update, it can be automated.


An entitlement can be set as a ‘Default Entitlement’ for a customer and thereafter when a case is created for the customer, which entitlement will be assigned to the case automatically which saves service user’s time.


Only when the Entitlement is activated, the button to set the entitlement as default would be available.


This would set the value ‘Is Default’ to true


Once the value is set, any new case created for the customer would have this entitlement associated automatically.



The key use of entitlement is to provide a finite number of case resolutions/hours for customers. It can also be enhanced to improve the case management process.