ManageEntitlementState workflow in Dynamics 365 version 9

Question

Since Dynamics 365 version 9 upgrade, we have observed new workflows automatically created on CRM instance namely- ManageContractLineState, ManageContractState, ManageEntitlementState.

As I can see from the ManageEntitlementState workflow, it is to handle the status of entitlements in CRM. But earlier this was not done using CRM workflows. Now each workflow instance will be running for each entitlement in our system which is a huge problem since it puts unnecessary load on our machine.

Is anyone else able to see these workflows on their instances? And why is MS adding these workflows?

Answer 1

October 2018 Release notes talks about deeper integration of entitlements between D365 offerings namely Field service & Sales (work order). There may be background automations happening to achieve this & Workflow is part of it.

Entitlement management

With this release, the Field Service application includes the ability to define entitlements and associate them with work orders in field service scenarios. Entitlements help service agents understand the service terms that customers are eligible for.

This capability helps service organizations ensure customers receive the appropriate on-site support that aligns with their allowed entitlements, and that customers are charged according to their negotiated terms.