MB-230 · Question #307
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…
The correct answer is C. Create a new entitlement for each new support offering for the customer, with terms equal to 50 E. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to. E (not AD): Set up three separate templates, one for each support offering. 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…
Question
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.
Options
- ACreate one entitlement template that includes the three different terms. Apply the template to the
- BCreate a new entitlement for each new support offering for the customer, with terms equal to 25
- CCreate a new entitlement for each new support offering for the customer, with terms equal to 50
- DCreate different entitlement templates for each set of terms. Apply the appropriate template to the
- ECreate three entitlement templates with terms for 50 calls and 50 emails. Apply the template to
How the community answered
(22 responses)- A9% (2)
- B5% (1)
- C82% (18)
- D5% (1)
Explanation
E (not AD): Set up three separate templates, one for each support offering. 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. https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define- support-terms-customer https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates
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