You manage a call center for a company that uses Dynamics 365 Customer Service. The call center's customer service manager wants to renew all expired entitlements to increase the duration of…

The correct answer is D. Canceled. In Dynamics 365 Customer Service, an entitlement that has expired transitions to a 'Canceled' status. This is the status that signals the entitlement is no longer active and must be renewed (by creating a new version with updated terms, such as changing the duration from six…

Submitted by ashley.k· Apr 18, 2026Describe Dynamics 365 Customer Service

Question

You manage a call center for a company that uses Dynamics 365 Customer Service. The call center's customer service manager wants to renew all expired entitlements to increase the duration of entitlements from six months to one year. You need to help the customer service manager make the changes. Which status indicates that an entitlement must be renewed?

Options

ADraft
BWaiting
CActive
DCanceled

How the community answered

(26 responses)

A
4% (1)
D
96% (25)

Explanation

In Dynamics 365 Customer Service, an entitlement that has expired transitions to a 'Canceled' status. This is the status that signals the entitlement is no longer active and must be renewed (by creating a new version with updated terms, such as changing the duration from six months to one year). 'Draft' means the entitlement was never activated. 'Waiting' means the start date has not yet arrived. 'Active' means the entitlement is currently valid and does not need renewal.

Topics

#Entitlements#Dynamics 365 Customer Service#Entitlement Statuses#Service Management

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