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Question 107 - MB-230 discussion

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Your company uses Dynamics 365 Customer Service. You create the following support offerings.

Customers must choose one of the three offerings.

Email only

Phone only

Half phone and half email

You allocate 50 cases to each support offering.

You need to create the entitlement with terms that adhere to the support offerings.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A.

Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.

Answers
A.

Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.

B.

Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.

Answers
B.

Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.

C.

Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.

Answers
C.

Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.

D.

Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.

Answers
D.

Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.

E.

Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

Answers
E.

Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.

Suggested answer: C, E

Explanation:

Note: Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 Customer Service. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.

Template information include:

Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-definesupport-terms-customer

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

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asked 05/10/2024
Salman Hashmi
33 questions
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