Client Support for Procured Products

C.

To ensure that a client only receives support for the products that they have procured, you need to add the products to the client's entitlement.

Entitlements are used to determine what level of support a customer is entitled to receive based on their purchase history. An entitlement represents a contract between a customer and a company, which defines the terms of the support agreement.

To add a product to a client's entitlement in Dynamics 365 for Customer Service, you can follow these steps:

1. Go to the Entitlements section in Dynamics 365 for Customer Service.
2. Locate the client's entitlement that you want to modify.
3. Click on the entitlement to open it.
4. In the Products section, click the Add button.
5. Select the product that the client has purchased from the list of available products.
6. Set the appropriate values for the product, such as the start and end date, the number of support incidents, and the terms of the support agreement.
7. Save the changes to the entitlement.

Once the product has been added to the client's entitlement, the support team will only be able to provide support for that specific product. If the client needs support for additional products, you will need to add those products to their entitlement as well.

Adding the products to the client's profile, case or business rule will not ensure that the client only receives support for the products that they have procured. The client's profile contains general information about the client, while a case represents a specific issue that the client is experiencing. Business rules are used to automate certain processes in Dynamics 365 for Customer Service, but they do not have the ability to control which products a client is entitled to receive support for.