Question 112 of 124 from exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
Question
Your company makes use of Dynamics 365 for Customer Service.
You are employed as an administrator.
You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email support, as well as Phone as a premium service in allotments of 20 incidents.
Which of the following is TRUE with regards to the entitlement channel?
Answers
Explanations
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A. B. C. D.A.
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templatesAs an administrator of Dynamics 365 for Customer Service, you can configure entitlement templates that define the terms of service agreements with your customers. An entitlement template includes information such as the type of support channels available, the amount of support available, and the time frame within which support is available.
In this scenario, the support contract includes two channels: email and phone. Customers are entitled to 40 hours of email support and 20 phone incidents. Therefore, the correct answer is C. It should be set to Email and Phone.
Setting the entitlement channel to Email only (option A) would not account for the premium phone service, which is part of the support contract. Setting it to Phone only (option B) would not allow customers to access the email support that is included in the standard contract. Option D is incorrect because the entitlement channel is a necessary setting that determines the support channels available to customers.
