Which components can be associated with entitlement templates?

Entitlement templates in Dynamics 365 are designed to help organizations manage entitlements for their customers based on specific products or services. When an entitlement template is created, it can be associated with specific products, allowing businesses to define support terms that are applicable to those products. This can include aspects like the number of cases a customer is entitled to submit, the support hours available, and the severity levels covered.

While knowledge base articles can assist in support scenarios, and contacts and accounts are key entities within the customer service model, the specific relationship between entitlement templates and products solidifies the connection between customer support entitlements and the offerings provided by the business. Associating entitlement templates with products helps ensure that customers receive the correct level of support based on the items they have purchased or signed up for, thus enhancing customer satisfaction and streamlining service delivery.