Deactivating Entitlements
Question
You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B. C. D. E.DE.
As a Dynamics 365 for Customer Service administrator, you should know when to deactivate entitlements. Here's a detailed explanation of the correct answers:
A. A customer's entitlement has ended and no more support is desired: Deactivating entitlements is necessary when a customer's entitlement period ends, and they do not want to renew their support. In such cases, the entitlement should be deactivated, and the customer should be informed that they cannot receive support anymore.
B. A customer renews an entitlement for 100 more hours or one year: When a customer renews their entitlement for more hours or a longer period, it's not necessary to deactivate the entitlement. Instead, the entitlement should be updated with the new information.
C. A customer calls and wants to know how many hours of support remain: When a customer calls to know the remaining hours of support, you don't have to deactivate the entitlement. Instead, you should check the entitlement's details and inform the customer about the remaining hours.
D. The customer must change remaining support hours from all email support to one-half email support and one-half phone support: When a customer wants to change their remaining support hours from all email support to half email and half phone support, you should update the entitlement's details accordingly. You do not need to deactivate the entitlement.
E. You need to add notes to the customer's entitlement: If you need to add notes to the customer's entitlement, you don't need to deactivate the entitlement. Instead, you can add the notes to the entitlement's details.
In summary, you should deactivate entitlements when a customer's entitlement period ends and they do not want to renew their support. In all other cases, you should update the entitlement's details without deactivating it.
