The standard and most efficient procedure for renewing an expired entitlement in Dynamics 365 Customer Service is to use the "Renew" function. This action creates a new entitlement record in a "Draft" state, copying all the parameters (such as customer, SLA, and entitlement terms) from the expired one. You can then update the start and end dates for the new period and activate the new entitlement. This process preserves the historical record of the original entitlement while creating a new one with the same terms, directly matching the requirements.

A. Create a new template with the dates and terms. Activate the template.

Creating a template is for standardizing the creation of multiple new entitlements, not the direct process for renewing a specific customer's expired one.

B. Delete the old entitlement. Create a new entitlement template.

Deleting the old entitlement is incorrect as it removes valuable historical service data for the customer.

C. Add the new end date to the current entitlement and set new terms. Activate the entitlement.

An entitlement with an "Expired" status is in a terminal state and cannot be modified and reactivated. A new entitlement record must be created.

E. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

This action is illogical. Zeroing out terms would render the entitlement useless, and an expired record cannot be activated.

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1. Microsoft Learn. "Create and manage entitlements in Dynamics 365 Customer Service". Microsoft Docs. Under the section Renew an entitlement

the documentation states: "You can renew a canceled or expired entitlement by selecting it and then selecting Renew on the command bar. When you renew an entitlement

a new entitlement is created with a status of Draft... The information from all the fields of the old entitlement is copied to the new entitlement..." This process is functionally equivalent to making a copy and activating it.

2. Microsoft Learn. "Entitlement lifecycle and statuses". Microsoft Docs. This document outlines the different states of an entitlement (Draft

Waiting

Active

Expired

Canceled). It clarifies that "Expired" is a terminal state

from which you cannot transition back to "Active". The only available action is "Renew"

which initiates the creation of a new entitlement.