MB-910 · Question #11
You work as a technician and receive your work assignments by using cases in Dynamics 365 Sales. You need to review the timeline for a case that you are managing. Which type of activity appears in…
The correct answer is C. Entitlement. Entitlements appear in a case timeline in Dynamics 365. When an entitlement is associated with or decremented against a case, that action is recorded and visible in the timeline, giving agents visibility into a customer's support terms and usage. Project tasks (A) belong to…
Question
Options
- AProject task
- BTask
- CEntitlement
- DWork order
How the community answered
(41 responses)- A5% (2)
- C93% (38)
- D2% (1)
Explanation
Entitlements appear in a case timeline in Dynamics 365. When an entitlement is associated with or decremented against a case, that action is recorded and visible in the timeline, giving agents visibility into a customer's support terms and usage. Project tasks (A) belong to Dynamics 365 Project Operations and do not appear in a case timeline. Work orders (D) are Field Service entities, not native case timeline activities. While Tasks (B) are standard activities, the exam question specifically tests knowledge of the entitlement record that tracks support contract terms and is surfaced in the case timeline.
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