To limit the number of cases a customer can open, you must use Entitlements. The process begins by creating a new entitlement record within the Service Management area. Once the record is initiated, you must define the validity period by adding a Start Date and End Date. Dynamics 365 requires the record to be saved before the sub-grid for Entitlement Channels (which defines the specific support medium and total terms) becomes available for data entry. Finally, you specify the channel (e.g., Phone) and the specific quantity of support units (Total Term: 25) allowed for that customer.

Microsoft Learn: Create an entitlement to define support terms.

Section: "Create an entitlement" and "Add an entitlement channel."

Details: Documentation specifies that the entitlement record must be saved before adding entitlement channels to define specific limits for phone or email support.

Identifier: Microsoft Dynamics 365 Customer Service Documentation (v9.x).

Microsoft Dynamics 365 Customer Service Hub User Guide.

Section: "Define support terms for customers by using entitlements."

Details: Outlines the mandatory sequence: Header information (Dates/Customer) must exist before child records (Channels) can be associated.

Microsoft Power Platform University Courseware (Dynamics 365 Module).

Section: "Service Level Management and Entitlements."

Details: Confirms the logic that "Total Terms" are enforced at the Channel level once the primary Entitlement record is active and saved.