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Configuring Entitlements in Dynamics CRM allows us to define how many cases are available to a customer for a certain duration. This functionality was introduced with Dynamics CRM 2013 SP1 in spring 2014. You must upgrade your Dynamics CRM 2013 Organization to Service Pack 1 to take advantage of this functionality.

When configuring entitlements by channel, there is one trick to be taken into consideration. Let’s say for client ABC we need to define entitlements for regular communication channels, like Web, Phone and Email. We also need to define a separate set of entitlements for social channels like Twitter and Facebook.

You need to actually configure in all Entitlements all Channels in order to be able to filter by channel.

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