2011 Administrator’s Guide Copyright

Add or edit a contract line

This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions

Adding contract lines to a contract is the second step in creating and invoicing a contract. Contract lines include 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.

1. 
   In the Navigation Pane, click Service, and then click Contracts.
   
2. 
   In the contract list, open the service contract to which you want to add a contract line.
   
3. 
   Under Common, click Contract Lines.
   
4. 
   In the Records group, click Add New Contract Line.
   
5. 
   On the General tab, you must enter information in the following fields:
   

• 
  Title
  

• 
  Start Date
  
• 
  End Date
  

Microsoft Dynamics CRM enters the Start Date and End Date for the line automatically based on the contract dates; however, you can change the dates as needed.

• 
  Product
  

• 
  Total Cases/Minutes
  

• 
  Total Price
  

6. 
   On the Administration tab, you can change the customer and enter the serial number of a product. Microsoft Dynamics CRM automatically enters the customer in the Customer box based on the contract's customer. However, you can change the customer if needed.
   
7. 
   Under Information, click Notes and Activities. In the Notes section, click Add a new note, and add the information that applies to your record.
   
8. 
   Click Save or Save and Close.
   

• 
  If cases have been opened against this contract, Microsoft Dynamics CRM tracks how much of the allotted support has been used in the Allotment Details area. You can change the Total Cases/Minutes to increase or decrease the allotment.
  
• 
  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 Actions group, click Cancel Contract Line. In the Cancel Contract dialog box, in the Cancellation Date box, enter the date that you want to cancel the contract line, and then click OK.
  

Related Topics Work with Contracts 87 Supporting Customer Service with Microsoft Dynamics CRM 94

Invoice and activate a contract

This task requires permissions that are found in all default service security roles. More information about specific permissions and performing this task while offline: Service Permissions

Microsoft Dynamics CRM does not automatically invoice the customer or create an actual invoice unless your business has integrated Microsoft Dynamics CRM with a Microsoft BackOffice product. The invoice record displays information about the invoice, not the invoice itself.

When a contract is marked as invoiced, the status changes to Invoiced until the start date. Then, the status changes to Active.

1. 
   In the Navigation Pane, click Service, and then click Contracts.
   
2. 
   In the list of contracts, open the service contract that you want to invoice.
   
3. 
   In the Actions group, click Invoice Contract.
   

After a contract is marked as invoiced, you cannot delete the contract or change any contract information, such as the dates, contract names, or the contract ID. You can add new contract lines and cancel existing contract lines.

Related Topics Work with Contracts 87

Cancel or delete a contract

This task requires a manager, vice president, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions. More information about specific permissions and performing this task while offline: Configuration Permissions

1. 
   In the Navigation Pane, click Service, and then click Contracts.
   
2. 
   In the list of contracts, open the service contract that you want to cancel or delete.
   
3. 
   To cancel a contract, in the Actions group, click Cancel Contract. In the Cancel Contract dialog box, type the cancellation date.
   

To delete a contract, in the Save group, click Delete.

4. 
   Click OK.
   

• 
  You can view canceled contracts in the Canceled Contracts view.
  
• 
  If you want to temporarily cancel a contract, you can put the contract "on hold." 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. In the Actions group, click Hold Contract or Release Hold. To view a list of contracts on hold, in the View list, click Contracts On Hold.
  

Related Topics Work with Contracts 87 Supporting Customer Service with Microsoft Dynamics CRM 94