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Chapter 16: Managing Contracts

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CHAPTER 16: MANAGING CONTRACTS

Objectives

The objectives are:

Learn the key concepts and life cycle of contract management inMicrosoft Dynamics CRM.

Work with contract templates.

Create contracts and contract line items.

Modify contracts and contract lines.

Renew contracts.

Understand contract ownership and identify how cases work withcontracts.

Introduction

This lesson discusses the lifecycle and key concepts of contracts in Microsoft

Dynamics CRM. It explains how to create contract templates upon which

contracts are based. It covers how to create a contract and add contract lines to it

to detail the specific services or support the contract provides. The lesson also

discusses modifying contracts and contract lines, and how to delete, cancel,

renew, or put contracts on hold. Finally, it discusses how cases relate to

contracts.

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Applications in Microsoft Dynamics CRM 4.0

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Understanding Contracts

Contracts are agreements that provide support during specified coverage dates,

for a specified number of cases, or length of time. When customers contact

customer service, the level of support they receive is determined by their

contract. They might be allowed a specified level of service, also known as

warranty service. For example, this service might offer support using a telephone,

the e-mail, or the Internet.

Contracts define the nature of the service relationship with a customer. Thisincludes how much and what level of service the customer is allowed, how the

service is delivered, and the price of the service.

You can create agreements for new and existing customers and specify the type

of service and terms that customers should receive. You can create service cases

against the contract and use Microsoft Dynamics CRM to check entitlements for

a customer, track usage of allotted service, and so on.

Contract Elements

The Microsoft Dynamics CRM contract management system is based on these

elements:

Contract Templates:Contracts are always created based on atemplate. Your organization creates contract templates to cover the

different types of contracts representatives write.

Contracts:The contract is the actual agreement that details thesupport provided to the customer. It describes such things as the

price of the service contract and the coverage period.

Contract Lines:A contract consists of one or more lines that detailthe coverage provided for a specific product or item.

Templates

Contract templates are created through the Settings area, usually by the system

administrator. You can create different templates for different types of customer

service support and define the elements of the contract. For example, you can

create one contract template for software support and another one for hardware

support.

Templates ensure consistency in service. The templates specify the fields that

appear on the contract form, provide a name and ID to indicate the type ofcontract being created, specify the times of the day and week that coverage is

provided, and specify the allotment type.

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The allotment type specifies how service is allocated to the customer. The

allotment is specified as a unit. For example, Number of Cases indicates that the

customer is allowed a certain number of incidences. Time indicates the customer

is allowed a certain amount of time spent on service. To create a contract, you

must choose a template. The template specifies the allotment type. Thereafter,

you cannot change the allotment type within the contracts created from a contract

template.

Contracts

Contracts are the actual agreements. They specify a service level, the price being

charged the customer, and the dates that coverage spans. The service level is the

type of service. The default levels are gold, silver, or bronze. The organization

determines what each service level offers. Some common differentiations

between levels include response time and access to specialists.

The contract form does not include details about the service provided. It contains

summary information for the contract. The details are spelled out in the contract

lines.

Contract Lines

Contract lines are the individual entitlements that make up a contract. A contract

line might detail the service provided for a specific product or location. The

contract line includes the specific amount (for the specified allotment type) of

service provided under this entitlement. Thus, you might enter a contract line for

the [product] product that allows the customer up to three service cases.

The contract line also includes the dates that service is provided for this element

and the price for the service element. Since the contract line contains the pricing,

a contract must have at least one contract line before you can invoice for thecontract.

Service Levels and Entitlements

In Microsoft Dynamics CRM, you can set a service level for a contract as a

whole. The service level might cover such aspects as response time or the type of

access customers have to different levels of service representatives. Entitlements

are specified for individual contract lines and cover the actual amount of service

provided.

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Contract Lifecycle

The contract lifecycle begins with templates. The organization creates a set of

contract templates, adding to the set as needed. The lifecycle of an individual

contract is:

1. Create a new contract and select the template to base it on.

2. Fill in the basic information for the contract, including the dates itspans and the service level provided. Each new contract is assigned a

unique ID that cannot be used for another contract.

3. Add contract lines to the contract.The contract line contains thedetails of the services provided, including prices for each service,

specific amounts of service provided for this element, and the dates

of service.

4. Invoice for the contract.Once the contract and a contract line havebeen created, you can invoice the customer for the cost of the service

contract. A contract has the status of draftuntil it is invoiced.

5. Await the start date of the contract.When the contract has beeninvoiced and the start date for the contract arrives, the contract's

status becomes active. It is in effect and service is available to the

customer.

6. CSRs can reference the contract.Once the contract is active,customer service representatives (CSRs) can use Microsoft

Dynamics CRM to access the contracts and contract items so they

can check on entitlements when a customer calls. By default, the

CSR role grants all service representatives the privileges required to

retrieve contracts and view their details.

7. Create cases against the contract.Service representatives cancreate cases against the contract lines in the contract. This enables

the organization to track allotment usage and cases generated by a

customer to his or her contract.

8. Contracts can be modified, canceled, or put on hold.Contractscan be modified. The amended contract remains associated with the

original account. You can put a contract on hold, for example, for

non-payment. Contracts on hold can be reactivated. Contracts can

also be canceled. Canceled contracts cannot be reactivated. You can

also cancel individual contract lines.

9. Contract expires or is renewed. After the end date of the contracthas passed, the contract expires and cases cannot be created against

it. To open a new case against the contract, you can renew the

contract.

When you renew a contract, a draft copy of the contract is created with the same

ID number as the original, expired contract. You can make modifications to the

draft contract, including adding or modifying contract lines.

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Creating and Managing Contract Templates

A contract template is a framework for creating new contracts. You can use

templates to make sure that contracts are consistent across the organization.

When customers contact customer service, templates ensure that the level of

service is consistent and based on business policies.

The template defines the elements of the contract. You can create different

templates for various types of support. For example, you might create one

contract template for software support and another one for hardware support.

he key elements defined in the template are:

Name and ID:The template name and ID helps users determinewhether this is the correct template for the type of contract they are

creating.

Allotment type:This value indicates the type of support to be

provided, such as a set number of cases or a certain amount of time. Available times:The times of the day and week when support is

available to customers.

Note: When you When you create a new template, the Billing Frequencyand the

Contract Service Levelautomatically refer to the contract entity for their default

values. You cannot change these values in the template.

Procedure: Create a Contract Template

1. In the Navigation Pane, click Settings, and then click Templates.

2. On the Templates homepage, click Contract Templates.

3. On the Actionstoolbar, click New.4. Enter information in the following fields. Some fields are required.

Name:Enter the name that will appear in the list of availablecontract templates.

Abbreviation:Enter an abbreviation of the contract templatename. The abbreviation also appears in the list of available

contract templates.

Billing Frequency:The default value is set by the contract andcannot be changed in the template.

Allotment Type:Select from one of three options. Once this isset in the template, you cannot change the allotment type in

contract lines in contracts created from the template. Number of Cases:Select if the customer's service is allotted and

tracked by number of cases.

Time:Select if the allotment is by total number of minutes.

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Coverage Dates:Select if the allotment is by coverage dates.

Contract Service Level:The default value is set by the contractand cannot be changed in the template.

User Discount as Percentage:Select Nounless there is adiscount applied to a service.

Description:Enter a description of the template or any notesabout how this template is to be used.

Calendar:If an organization limits when customer support isoffered, click on the Calendarto record the days of the weekand times. Green dots indicate the times when support is offered.

(Microsoft Dynamics CRM does not enforce the calendar

settings.) For 24x7 coverage, click 24 x 7 support. This is a

required field.

5. Click Save and Close.

NOTE:When a contract template is created, the template is Read Only andcannot be changed.

Procedure: Delete a Contract Template

Deleting a contract template does not affect any contracts created from it. To

delete a contract template, follow these steps:


2. Click Contract Templates.

3. In the list, select the contract template you want to delete.

4. On the Actionstoolbar, click the Xicon to delete it.

5. In the confirmation dialog, click OK.

Demonstration: Creating a Contract Template

This demonstration shows you how to create contract templates in Microsoft

Dynamics CRM.

Scenario

[User's Organization] has recently started to use Microsoft Dynamics CRM. The

service manager is required to create contract templates in the system. Thecontract templates define the service contracts the organization provides to its

customers. This template is for a warranty based on coverage dates, and will

provide for one year of coverage. Customers with contracts based on this

template receive support 24 hours a day, seven days a week.

Goal Description

The goal of this demonstration is to create a contract template.

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Steps


2. Click Contract Templates.

3. On the Actionstoolbar, click New.

4. Enter the following information in the Contract Templateform:

Name [Service Name]

Abbreviation [Service Name abbreviation]

Billing Frequency Default Value

Allotment Type Number of Cases

Contract Service Level Default Value

Description [Service description]

Calendar Click 24 x 7 support


Creating a Contract and Contract Lines

You can only create contracts for existing accounts and customers. You can

create contracts from templates or by copying an existing contract and modifying

it appropriately.

Each contract you create is assigned a unique ID, such as CNR-1000-WKRP4Z.

The ID cannot be used for another contract, except to renew this contract.

NOTE:The prefix used for a contract ID, as well as the length of the random

characters at the end of the ID, can be customized by the system administrator

through Auto Numbering settings.

You can add notes and attachments to contracts, and trigger workflow items from

contract status, contract start date, or contract end date. You can also attach notes

and files to the individual contract lines, as discussed later in this lesson.

Procedure: Create a Contract Based on an ExistingContract

1. In the Navigation Pane, click Service, and then click Contracts.

2. In the list, select and open the contract you want to copy.

3. On the form's toolbar, click Actions, and then click Copy Contract.

4. In the Copy Contractdialog box, click the Include canceledcontract linesbox to remove the check mark, unless you want to

keep canceled contract lines, and then click OK.

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5. The copied contract opens. If you did not include canceled contractlines, they do not appear in the new contract. However, they remain

in the database with the original contract.

6. Enter new details to reflect the information for the new contract.Some fields are required.

Contract name:Enter the specific name for this new contract. Customer:Enter the customer to which this contract applies,

such as the specific account or contact. You can click the

Lookupicon to search for a customer.

Contract Start Date:Enter the date when the service begins.This date will help determine when the contract becomes active.

Contract End Date:Enter the date when the service ends. Thecontract expires automatically on this date.

Bill To Customer:Enter the account or contact to invoice forthe contract services. You can click the Lookupicon to search

for a customer.

Bill To Address:Enter the billing address. You can click theLookupicon to search for an address record.

Billing Frequency:Select the recurring time period in which thecustomer is billed for this contract.

Currency:Select the currency that applies to this contract.

7. Click the Detailstab.

8. Under Service Level, select the service level for this contract. Youcan also change the Ownerof the contract if you wish.

9. Click the Notestab, and then click Click here to enter a new note.Enter any detailed comments about the contract in the text box.

10.Click Save and Close.

BEST PRACTICE:It is a good idea for organizations to establish a consistent

naming convention for contracts and contract lines. This allows you to better

manage contracts and contract lines with cases. It helps ensure that the service

user knows which line to credit the case against so the allotments for that

contract line stay current.

NOTE:The contract Customer and the Bill To Customer do not need to be the

same. With service agreements, it is possible that a distributor, dealer, or othercompany owns the contracts, but the customer receives the support. This

requires tracking of both the contract Customer and the Bill To Customer.

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Procedure: Create a Contract Based on a Template



3. In the Contract Templatedialog box, select the template to base the

contract on and click OK.4. Enter information in the following fields. Some fields are required.

Contract name:Enter the name of the contract.

Customer:Enter the customer to which this contract applies,such as the specific account or contact. You can click the

Lookupicon to search for a customer.

Contract Start Date:Enter the date that service begins. Thisdate will help determine when the contract becomes active.

Contract End Date:Enter the date that service ends. Thecontract will automatically expire on this date.

Bill To Customer:Enter the account or contact to invoice for

the contract services. You can click the Lookupicon to searchfor a customer.

Bill To Address:Enter the billing address. You can click theLookupicon to search for an address record.

Billing Frequency:Select the recurring time period in which thecustomer is billed for this contract.

Currency:Select the currency that applies to this contract.

5. Click the Detailstab.

6. Under Service Level, select the service level for this contract. Youcan also change the Ownerof the contract if you wish.

7. Click the Notestab, and then click Click here to enter a new note.Enter any detailed comments about the contract in the text box.


Contract Lines

Adding contract lines to a contract is the second step in creating the contract. The

contract lines provide the details of the contract. You can define several contract

lines for each contract (for example, one for parts and another for maintenance),

but you must have at least one contract line to invoice and activate the contract.

The contract lines, also known as service contract lines, describe the specificsupport the contract covers, including:

The specific coverage dates:The dates must fall within theboundaries of the contract's start and end dates.

The product covered:A product is not required. If you use aproduct, you can only specify one product per contract line.

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The allotment details:This indicates how many cases or minutes ofallotted support are provided for this contract item, such as 100

allotted minutes or 15 cases.

Procedure: Add a Contract Line


2. In the list, select and open the contract to which you want to add acontract line.

3. In the form's navigation pane, click Contract Lines.

4. On the Actionstoolbar, click New Contract Line.

5. On the Generaltab, in the Titlefield, enter a descriptive title toidentify the contract line. Enter information as needed, such as:

Product:Enter the product pertaining to this contract line. Youcan use the Lookupicon to search for a product.

Unit:If you enter a product, enter the unit of the product. You

can click the Lookupicon to search for a unit.

Location:If the contract line pertains to only a specific locationfor this customer, enter the address name. You can click the

Lookupicon to search for a location.

Start Date:Enter the date that service for this line item begins.The start date must be within the dates established in the

contract.

End Date:Enter the date that service for this line item ends. Theend date must be within the dates established in the contract.

Total Cases/Minutes:Enter the allotment for this contract line,such as the total number of minutes allowed for this item.

Total Price:Enter the total price for this contract line.


Demonstration: Create a Contract and Add Contract Lines

This demonstration shows you how to create a contract based on an existing

service contract in Microsoft Dynamics CRM.

Scenario

The service representative has had a telephone conversation with a customerfrom [account1]. The customer is interested in a one-year contract for long term

service.

The service representative recalls creating a similar contract for [account2] and

has decided to copy that contract and enter the new information for [account1].

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Goal Description

The goals of this demonstration are to:

Copy the existing contract

Add contract lines

Invoice the customer

Steps


2. In the list, select and open the contract [(Account) (contract name)(contract ID)].

3. On the form's toolbar, click Actions, and then click Copy Contract.

4. In the Copy Contractdialog box, click the Include canceledcontract linesbox to remove the check mark, and then click OK.

5. In the Contractform, change the details as follows:

Contract Name Enter [Contract Name]

Customer Enter [Account]

Contract Start Date Enter today's date

Contract End Date Enter the date one year from today

Bill to Customer [User's Organization]

Billing Start Date Today's date

Billing End Date One year from today's date

6. Click Save.

7. In the forms navigation pane, click Contract Lines.

8. On the Actions toolbar, click New Contract Line

9. In the Contract Lineform, enter the following:

Title [Title of Service]

Contract Start Date Leave the current date

Contract End Date Leave the date one year from today

Total Cases/Minutes 1000

Total Price 500

10.Click Save and Close.

11.On the Contractform's toolbar, click Actions, and then clickInvoice Contract.

12.Click Closeto close the Contractform. In the Contractslist youwill see that the status for the contract you created is Active.

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NOTE:Only contracts that have a contract line can be invoiced.

Modifying Contracts and Contract Lines

You can modify or delete a contract or a contract line when the contract has a

status of Draft-before it has been invoiced or the contract has begun. You cannot

delete a contract that is active or has been invoiced, nor can you delete its

contract lines. However, you can cancel an active contract. You can also change

the status of contracts by putting them on hold, canceling them, or reactivating a

contract that has been put on hold.

NOTE:Since the contract is a document of record, invoiced contracts cannot

be modified or deleted and invoiced contracts cannot be linked to cases.

A contract is active and CSRs can open cases against it until the date the contractends-unless the contract is put on hold or canceled. If you want to suspend or

deactivate a contract for an indefinite period of time, you can put it on hold. If the

contract end date passes while the contract status is On Hold, and then the

contract is reactivated, the contract status changes to Expired.

When a contract is canceled, you can specify the date that the contract ends. The

cancellation date can be a date prior to the current date. You cannot reopen or

renew a canceled contract.

Procedure: Put a Contract on Hold


2. In the list, select and open a service contract that has the statusActive.

3. On the form's toolbar, click Actions, and then click Hold Contract.

4. Click Closeto close the Contractform. The contract status is nowOn Hold.

Procedure: Modify for Delete a Contract Line


2. In the list, select and open a service contract that has the statusDraft.

3. In the form's navigation pane, under Details,click Contract Lines.

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4. In the list, select and open the contract line to modify or delete.

To modify the contract line, change the information in theContract Lineform as necessary. Click Save and Close.

To delete the contract line, on the form's toolbar, click Actions,and then click Delete Contract Line. Click OKto confirm the

deletion.

5. Click Save and Closeto close the Contractform.

Procedure: Cancel an Active Contract


2. In the list, select and open a contract that has the status Active.

3. On the form's toolbar, click Actions, and then click CancelContract.

4. In the Cancel Contractdialog box, select the date that the

cancellation is effective, and then click OK.5. Click Closeto close the Contract form.

6. To view all canceled contracts, under View, select CanceledContracts. The canceled contracts will display in the list. To view

all of your contracts again, under View, select My Contracts.

Procedure: Delete a Draft Contract


2. In the list, select and open a contract that has the status Draft.

3. On the form's toolbar, click Actions, and then click Delete Contract.

4. In the Confirm Deletion, click OK.

NOTE:Once a contract has been canceled, you are no longer able to delete it.

Renewing Contracts

When the end date of a contract passes, the contract expires. You can renew the

contract to make it active again and allow cases to be logged against it. When

you renew a contract, a draft copy of the contract is created with the same ID

number as the original, expired contract. You can make modifications to the draft

contract, including adding or modifying contract lines. You also have the option

to include contract lines that were canceled from the original contract. You can

then invoice and activate the renewed contract so that new cases can be logged

against it.

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A renewed contract has the same ID number as the original contract, with the

renewal action reflected in the contract's history. The start date is automatically

set to the day after the existing contract expires, and for the same duration as the

original contract. However, you can manually change the duration and the start

date.

Procedure: Renew an Expired Contract


2. Select and open a contract that has the status Expired.

3. On the form's toolbar, click Actions, and then click RenewContract.

4. In the Renew Contractdialog box, click the Include canceledcontract linesbox to remove the check mark, unless you want to

keep the canceled contract lines, and then click OK.

5. The renewed contract opens. The contract includes the same

information as the original contract except for the Contract StartDate, Contract End Date, Billing Start Date, and Billing End

Date. The start dates are automatically adjusted to begin one day

after the original contract expired. The end dates are automatically

adjusted so that the renewed contract lasts the same number of

calendar days as the original contract. For example:

Renewing a one-year contract with a term of 01/01/07 through12/30/07 creates dates of 12/31/07 through 12/30/08 in the

renewed contract.

Renewing a one-month contract with a term of 10/01/07 through10/31/07 creates dates of 11/01/07 through 12/2/07 in the

renewed contract.

You can manually change the contract dates if you wish.

6. Change the title of the renewed contract to distinguish it from theoriginal contract. Because the contract is a document of record, a

new copy of a contract is made every time you renew an existing

contract.

7. Make any necessary changes to the fields in the Contractform, andthen click Save and Closeto close the renewed contract record.

8. Click Closeto close the original contract.

9. The renewed contract displays in the Contractslist with a status ofDraft.

NOTE: You can renew active contracts in the same way you can renew expired

contracts.

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Demonstration: Renewing an Expired Contract

This demonstration shows you how you to renew an expired contract in

Microsoft Dynamics CRM.

Scenario

[Account] had a [term duration]-month trial contract for the [product] parts they

sell and the contract has expired. A representative from [Account] calls and

requests to renew the contract for another [term duration] months.

Goal Description

The goal of this demonstration is to renew the contract.

Steps

Perform the following steps to renew the status of a contract in Microsoft

Dynamics CRM:


2. Under View, select Expired Contracts.

3. In the list of contracts, open the expired [original contract] contract.


5. In the Renew Contractdialog box, verify that the Include canceledcontract linesbox is checked, and then click OK.

6. In the Titlefield, replace the original contract name with [renewedcontract]to differentiate it from the previous contract, and then click

Save.

7. In the form's toolbar, click Actions, and then click InvoiceContract.

8. Click Save and Closeto close the renewed contract record.

9. Click Closeto close the original contract record.

10.Under View, click My Contracts. The renewed contract will displayin the list with a status of Active.

Working with Contracts

Contracts have an owner, just like other Microsoft Dynamics CRM records. You

can assign a contract to another Microsoft Dynamics CRM user to change the

ownership of the record. The owner of the contract is typically the person

responsible for its administration and maintenance. (Note that ownership of the

contract does not determine who can log cases against it.)

You can also share a contract with another user or team to enable them to see the

contract. Sharing the contract does not change ownership of the contract.

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NOTE: To be able to log a case against a contract, CSRs must have

appropriate access assigned to them by the system administrator.

Cases and Contracts

Cases can be related to the contract lines in contracts. (Cases are covered in more

detail in Lesson 17: Case Management.) When a CSR logs a case, he can specify

the contract and contract line that the case is covered by. When the CSR resolves

the case, he enters the time spent on it. The time spent on activities that have

been closed is automatically rolled up to the contract line. If the contract line is

time-based, the time is deducted from the allotted time in the contract line. If the

contract line is case-based, a case is deducted.

For a case that is covered by a contract line, you can view the total allotment, the

allotment used, and the allotment remaining in the Contract Lineform. On the

Generaltab, under Allotment Details, you can view:

Total Cases/Minutes:This is the amount allowed for this contractline.

Allotments Used:This shows the amount of minutes or cases usedso far.

Allotments Remaining:This shows the amount of minutes or casesstill available for this contract line.

Summary

This lesson covered how to use contracts in Microsoft Dynamics CRM to and

agreements for new and existing customers and specify the type of service and

terms that customers should receive. It explained the basic elements of contracts,including creating templates from which contracts are created. It covered how to

add contract lines to a contract to specify the details of the services provided. The

lesson discussed the different status levels a contract can have and how to work

with contracts at various status levels, including renewing contracts. Finally, we

discussed how contracts and cases are related in Microsoft Dynamics CRM.

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Test Your Knowledge

Contracts

1. What do contracts not provide?

( ) Designated representatives who provide the service

( ) Effective tracking for customer service agreements

( ) Quick access for customer service representatives to service agreement

details

( ) Attachments to Customer Service Cases, which allows the case to be

automatically deducted from the Contract

Allotment Types

2. Which is not an allotment types available for contracts and contracttemplates?

( ) Time

( ) Number of service providers

( ) Number of cases

( ) Coverage dates to cases or incidents

Products

3. How many products can be related to a contract?

( ) One per contract

( ) One per contract line

( ) None

( ) Many per contract line

Contract Status

4. What is not a status a contract can have during its life cycle?

( ) Draft

( ) Active

( ) Terminated

( ) Expired

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Active Contracts

5. What conditions do not need to be met for a contract's status to becomeactive?

( ) There must be at least one Contract Line for a contract.

( ) All business required fields must be completed.

( ) The contract start date has not been reached.

( ) The contract invoice has been indicated as paid

On Hold Contracts

6. You created a contract for a customer and the contract status is On Hold. Thecustomer calls back to inform you of an additional product they want to add

to the contract. Which actions should you take to add this additional product

to the contract?

( ) Activate the first Contract and add a second Contract( ) Release the contract from Hold and add a new Contract Line

( ) Delete the Contract and add a new Contract

( ) Copy the Contract.

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Lab16.1 - Creating Contracts and Contract Lines

In this lab you create a contract, add contract lines, and invoice the contract.

As you perform the instructions, use the information in the Scenario and Goal

Description to complete the lab.

See the Introduction to Training chapter for information about the two levels of

lab instruction and the lab solution in Appendix B.

Scenario

[Account] is a mid-sized [product1] and [product2] shop. This store carries a full

line of [User's Organization] [product1], and also has a service shop for

assembling and repairing [product2].

[Account] buys a product and wants a service contract. The [User's Organization]

representative sets up the service contract. The contract is for a six-month trialterm, to be evaluated for renewal at the end of the contract.

Goal Description

Use Microsoft Dynamics CRM to create a contract, add a contract line, and

invoice for the contract.

Challenge Yourself!

Use the information in the Scenario and Goal Description to complete the lab.

Need a Little Help?

Follow these steps to create a contract:

Step by Step



3. In the Contract Templatedialog box, select the [template name]template and click OK.

4. Enter the following information in the Contractform:

Contract name:Enter [contract name].

Customer:Enter [Account], click the Lookupicon, and clickOK.

Contract Start Date:Enter today's date.

Contract End Date:Enter the date six months from now.

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5. Click the Notestab, and then click Click here to enter a new note.Enter text regarding the customer's request to reevaluate the contract

for possible renewal in six months.

6. Click Save.

Follow these steps to add a contract line and invoice for the contract:

1. On the form's navigation pane, click Contract Lines.

2. On the Actionstoolbar, click New Contract Line.

3. On the Generaltab, enter the following information:

Title:[contract line title]

Total Cases/Minutes:[allotment minutes]

Total Price:[total price]

4. Click Save and Close to close the Contract Line form.

5. On the Contractform's toolbar, click Actions, and then click

Invoice Contract.6. Click Closeto close the Contractform. In the Contractslist notice

that the status for the contract you created is Active.

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Lab16.2 - Using Hold, Release Hold, and Renew Contract

In this lab you put a contract on hold, reinstate it, and then renew it.

As you perform the instructions, use the information in the Scenario and Goal

Description to complete the lab.

See the Introduction to Training chapter for information about the two levels of

lab instruction and the lab solution in Appendix B.

Scenario

A customer calls [User's Organization] to request a temporary suspension of her

[length of contract term] [contract name] contract because she is expecting a

seasonal lull in sales. The [User's Organization] customer service representative

puts the contract on hold. A week later, the customer calls and asks to reinstate

her contract because the expected downturn did not occur. In addition, the

customer wishes to extend the contract for an additional [length of contract term].The customer service representative renews the [contract name] contract for

another [length of contract term].

Goal Description

Use Microsoft Dynamics CRM to:

Put a contract on hold

Release the hold on the contract

Renew the contract

Challenge Yourself!Use the information in the Scenario and Goal Description to complete the lab.

Need a Little Help?

Follow these steps to put the contract on hold:

Step by Step


2. In the list, select and open the [contract name] contract.

3. On the form's toolbar, click Actions, and then click Hold Contract.

4. Click Closeto close the Contractform. The contract status is nowOn Hold.

Follow these steps to reinstate the contract:



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3. On the form's toolbar, click Actions, and then click Release Hold.

4. Click Closeto close the Contractform. The contract status is nowActive.

Follow these steps to renew the contract:




4. In the Renew Contractdialog box, click the Include canceledcontract linesbox to remove the check mark, and then click OK.

5. Change the name of the contract in the Contract Namefield to[contract name2]. The date fields will have automatically extended

the contract term for an additional [length of contract term].

6. On the form's toolbar, click Actions, and then click InvoiceContract.

7. Click Save and Closeto close the renewed contract form.

8. Click Closeto close the original contract form.

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Quick Interaction: Lessons Learned

Take a moment and write down three key points you have learned from this

chapter:

1.

2.

3.

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Solutions

Test Your Knowledge

Contracts

1. What do contracts not provide?

() Designated representatives who provide the service

( ) Effective tracking for customer service agreements

( ) Quick access for customer service representatives to service agreement

details

( ) Attachments to Customer Service Cases, which allows the case to be

automatically deducted from the Contract

Allotment Types

2. Which is not an allotment types available for contracts and contracttemplates?

( ) Time

() Number of service providers

( ) Number of cases

( ) Coverage dates to cases or incidents

Products

3. How many products can be related to a contract?

( ) One per contract

() One per contract line

( ) None

( ) Many per contract line

Contract Status

4. What is not a status a contract can have during its life cycle?

( ) Draft

( ) Active() Terminated

( ) Expired

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Active Contracts

5. What conditions do not need to be met for a contract's status to becomeactive?

( ) There must be at least one Contract Line for a contract.

( ) All business required fields must be completed.

( ) The contract start date has not been reached.

() The contract invoice has been indicated as paid

On Hold Contracts

6. You created a contract for a customer and the contract status is On Hold. Thecustomer calls back to inform you of an additional product they want to add

to the contract. Which actions should you take to add this additional product

to the contract?

( ) Activate the first Contract and add a second Contract() Release the contract from Hold and add a new Contract Line

( ) Delete the Contract and add a new Contract

( ) Copy the Contract.

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