A company is using Dynamics 365 Customer Service for case management. The company must use entitlements to enforce limitations on customer ticket creation. You need to design the entitlement terms…

The correct answer is A. Number of hours B. Number of cases. Define what kind of support your customers are eligible for by creating entitlements in Dynamics 365 Customer Service. With entitlements, you specify the support term based on number of hours or number of cases. The customer's support level can vary based on the product or…

Submitted by carlos_mx· Apr 18, 2026Describe Dynamics 365 Customer Service

Question

A company is using Dynamics 365 Customer Service for case management. The company must use entitlements to enforce limitations on customer ticket creation. You need to design the entitlement terms. Which two metrics should you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

Options

ANumber of hours
BNumber of cases
CInitial response time
DHours of service

How the community answered

(45 responses)

A
87% (39)
C
4% (2)
D
9% (4)

Explanation

Define what kind of support your customers are eligible for by creating entitlements in Dynamics 365 Customer Service. With entitlements, you specify the support term based on number of hours or number of cases. The customer's support level can vary based on the product or service that the customer has purchased. https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define- support-terms-customer

Topics

#Dynamics 365 Customer Service#Entitlements#Case Management#Service Limitations

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