Service entities (contract, incident, knowledge article, queue, calendar, entitlement, slakpiinstance)
Updated: November 29, 2016
Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2016, Dynamics CRM Online
The entities described in this section are targeted at the customer service department of an organization.
In addition to the entities linked to later in this topic, there are several entities that will appear to support a set of messages or could be used with the IOrganizationService methods. However, the following entities are for internal use only:
While these entities appear to support common messages and methods, they also have a dependency on the web application so that certain messages will not work as expected when called directly from the web services. You should not use these entities in your code.
However, with Microsoft Dynamics 365 (online & on-premises), you can use the UpdateRequest message on the ConvertRule, RoutingRule, and SLA entities to programmatically activate or deactivate these entity records. For information about changing the state of an entity record using the Update message, see Perform specialized operations using Update
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