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Microsoft Dynamics CRM
Customer Center
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Microsoft Dynamics CRM
Customer Center
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Use contracts and contract lines in Microsoft Dynamics CRM to define accurate terms and conditions for the support or services to be provided to your customers.
Create a contractNote
Although it is possible, creating a contract from an account is not recommended. The contract does not associate to the account correctly and allotments are not recorded.
Follow the steps for the app you're using.
If using the CRM web application
On the nav bar, click or tap Microsoft Dynamics CRM > Service.
Service appears on the nav bar.
Then, click or tap Service > Contracts.
If using CRM for Outlook
Click or tap your organization.
Click or tap Service > Collateral > Contracts.
Click or tap +New.
In the Select Template dialog box, select a template to base the new contract on.
Type or modify information in the text boxes.
Hovertips provide hints on what to enter.
In the Header section, enter the details of a contract such as contract name, customer, and contract start and end date.
When you save the contract, Microsoft Dynamics CRM automatically assigns the Contract ID and calculates the duration, in days, based on the contract start and end dates.
In the Contract Type section, enter the discount and service level of a contract.
Discounts for contract lines are given the same discount type that you select here. Service levels are defined by your business's guidelines.
In the History section, the following fields are filled automatically
Originating Contract. This is set when you renew an existing contract.
Contract Template. This is set based on what you select in the Select Template dialog box.
Owner
In the Billing Information section, Microsoft Dynamics CRM automatically completes the most of the fields when the fields in the Header section are entered; however, you can change or enter the information as required. Bill To Address is required to change the status of the contract to invoiced.
To add activities or notes, click or tap Activities or Notes. More information: Add a phone call, task, email or appointment to a record
Note
The contract becomes active once it is invoiced and the start date is reached.
You can edit an existing draft contract, but not invoiced, active, expired, canceled, or on hold contracts.
The default days and hours of service are defined in the contract template. To change the days and hours of service, open the contract and on the command bar, click or tap Set Calendar.
Add a contract line to a contractUse contract lines to define specific dates, the product covered, and how many cases or total minutes of allotted support are provided. You can define several contract lines for each contract; for example, one line for parts and another for maintenance.
In the contract record, in the Contract Lines section, click or tap +.
-OR-
In the contract record, on the nav bar, click or tap the arrow next to the contract name > Contract Lines, and then click or tap Add New Contract Lines.
Type or modify information in the text boxes.
Hovertips provide hints about what to enter
Under General, enter details about the contract line item such as the line item name and the product that is eligible for service under the contract.
The start date and end date for the line item is automatically filled based on the contract dates; however, you can change the dates as needed.
Under Pricing, type or modify information about the pricing of the contract such as the quantity of product or service, total price, and discount.
Under Administration, the customer field is automatically populated with the contract's customer. You can change it if required. Enter the serial number of a product.
Under Allotment Details, type or modify information about the allotment such as the total allotment, and the used and remaining allotments.
The contract template determines the type of allotment (cases or minutes). As cases are opened against this contract, Microsoft Dynamics CRM displays the allotments used in the Allotments Used box.
Click or tap Save.
To add a note, under Notes, click or tap Enter a note, type the details, and click or tap Done.
Note
You cannot delete a contract line once it is active; instead, you can cancel it.
You can cancel a contract line only when it is set to Active. By canceling a contract line instead of deleting it, you can reuse the contract lines later if you renew the contract or create a new contract based on it. In the list of contract lines, select the contract line, and on the command bar, click or tap CANCEL CONTRACT LINE.
Invoice a contractYou must define at least one contract line for the contract before you can change the status of the contract to invoiced. You can define several contract lines for each contract; for example, one for parts and another for maintenance.
To invoice a contract, after you add a contract line, on the command bar, click or tap Invoice Contract.
Hold, renew, or release a contractIf you want to make changes to an active or invoiced contract, you must either cancel it or put it on hold. A canceled contract can be renewed and then edited. When a contract is on hold, no cases can be opened against the contract. For example, you might choose to put a contract on hold if there is an invoicing dispute, and then release the contract when the dispute is resolved.
To put an invoiced contract on hold, in the contract record, on the command bar, click or tap Hold Contract.
To release the contract that's on hold, in the contract record, on the command bar, click or tap Release Hold.
To renew a canceled contract, in the contract record, on the command bar, click or tap Renew Contract.
See Also
Define support terms for customers using contracts
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