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Microsoft

MB-230 · Question #124

Case Study 1 - Humongous Insurance Background Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance: Health…

The correct answer is Create new entitlement in Service Management.; Add the start date and end date.; Save the entitlement and then add the entitlement channel.; Add the entitlement channel as email with 25 as the total term.; Add the entitlement channel as phone with 25 as the total term. Explanation: Configuring Entitlements to Limit Case Creation This question tests knowledge of Dynamics 365 Customer Service Entitlements - the feature used to cap how many cases a customer can open (here, 25 per calendar year). > Note: The question states "four actions" but the…

manage entitlements and SLAs

Question

Case Study 1 - Humongous Insurance Background Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance: Health maintenance organization (HMO) Preferred-provider organization (PPO) Gold Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year. Support representatives specialize by and process claims by insurance type. Humongous Insurance currently accepts claims only by telephone. The call center is open from 06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to 12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT. When a case is received by email, a staff member categorizes the case as email and closes the case immediately. Current environment Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold. The company uses handwritten forms to send claims information to the correct department. Each department maintains a workbook to record calls received. Requirements. Support desk Configure the system to track the number of insurance claims filed each year. Categorize claims by type as they are opened. Configure the system to track staff responsiveness to service-level agreements (SLAs). Ensure that business hours reflect the hours that support staff are scheduled. Requirements. Case handling All new cases must be automatically placed into a queue based on insurance type after the type is selected. All insurance types need to be automatically moved to the proper queue when the subject is picked. All cases must be created and closed immediately when received. The status reason must be set to Email Sent or Phone Call. Information must be restricted by insurance and phone call type. Managers must be alerted when customers reach their limit of 25 cases for the year. Changes to cases must not be counted against entitlements until the case is closed. Requirements. Disputes Claim disputes must be categorized as low priority. The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed. Requirements. Knowledge base A knowledge base must be used as a repository for all answers. Representatives must be able to search the knowledge base when opening a new case for similar claims. Representatives must be able to search across all entities at all times. Searches must check any field in the entity for matches in a single search. Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list. Representatives must be able to link the knowledge base to cases when applicable. Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base. Representatives must be able to use SQL-like syntax to search the knowledge base. Requirements. Service-level agreements When a customer calls to open a claim, the company must respond to the caller within the following time frames: Requirements. Alerts Cases must be flagged when they are past the SLA threshold. An email alert must be sent to the manager to indicate an SLA noncompliance. An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior. Send an email alert to support managers when disputes are ready to be closed. Send an email alert to customers when cases are closed. Requirements. Issues The current process is all manual and not efficient. There is no easy way to determine whether the company is meeting its SLAs. Representatives are often inconsistent regarding how they handle customers and answer customer questions. There is no accountability for any of the representatives who take calls. Drag and Drop Question You need to ensure that customers cannot open more cases than they are allowed. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. Answer:

Exhibit

MB-230 question #124 exhibit

Answer Area

Drag items

Add the start date and end date.Save the entitlement and then add the entitlement channel.Add the entitlement channel as email with 25 as the total term.Add the entitlement channel as phone with 25 as the total term.Create new entitlement in Service Management.Add entitlement channel before saving the new entitlement.Create new service level agreement in Service Management.

Correct arrangement

  • Create new entitlement in Service Management.
  • Add the start date and end date.
  • Save the entitlement and then add the entitlement channel.
  • Add the entitlement channel as email with 25 as the total term.
  • Add the entitlement channel as phone with 25 as the total term.

Explanation

Explanation: Configuring Entitlements to Limit Case Creation

This question tests knowledge of Dynamics 365 Customer Service Entitlements - the feature used to cap how many cases a customer can open (here, 25 per calendar year).

Note: The question states "four actions" but the correct arrangement contains five steps. This is likely a transcription error - treat it as five steps.

Why This Feature?

The requirement states: "Each insured person is entitled to open 25 new cases each calendar year." In Dynamics 365, Entitlements enforce exactly this - they track and limit case volume per customer per channel per period.

Step-by-Step Breakdown

Step 1 - Create new entitlement in Service Management

Why first: The entitlement is the parent record. Nothing else can exist without it. You navigate to Service Management > Entitlements > New to initialize the record. All subsequent steps depend on this container existing.

Step 2 - Add the start date and end date

Why second: Immediately after creation, while the form is open and unsaved, you define the validity window. The case study specifies "each calendar year", so you'd set Jan 1 – Dec 31. This field is part of the main entitlement form and must be populated before saving.

Common mistake: Skipping the date range. Without it, the entitlement has no defined period and case counts won't reset annually.

Step 3 - Save the entitlement and then add the entitlement channel

Why third: This is the most critical ordering constraint. In Dynamics 365, Entitlement Channels are a child/related entity stored in a sub-grid. The sub-grid only becomes interactive after the parent record is saved to the database. You physically cannot add channels before saving - the "Add" button in the channels sub-grid is disabled on an unsaved record.

Common mistake: Choosing "Add entitlement channel before saving the new entitlement" (the distractor). This is technically impossible in the platform - it's the trap option.

Step 4 - Add the entitlement channel as email with 25 as the total term

Why fourth: Now that the parent entitlement is saved, you add the first channel. Email comes first (alphabetically or by convention - order between steps 4 and 5 is interchangeable, but both are required). Setting 25 as the total term for email enforces the cap on email-submitted cases.

Step 5 - Add the entitlement channel as phone with 25 as the total term

Why fifth: Same rationale as step 4 - add the phone channel with its own 25-case limit. The case study notes the company currently only accepts claims by telephone, but the system also handles email (cases received by email are immediately closed with status reason "Email Sent"), so both channels need entitlement coverage.

Common mistake: Only adding one channel. Both phone and email are used in this scenario, so both need term limits configured.

Eliminated Distractors

ItemWhy Eliminated
Add entitlement channel before savingTechnically impossible - sub-grid is locked until parent is saved
Create new service level agreementSLAs are a separate feature for response time tracking, not case count limits

Key Takeaway

The underlying rule is parent before child: create → configure → save → extend. You can't add child records (channels) until the parent (entitlement) exists in the database. That save requirement in Step 3 is the single most testable concept in this question.

Topics

#entitlement creation#entitlement channel#case limits#service management

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