You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for a total of 20 hours of email support.
All 20 hours are for email support only.
Phone support is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?
Click on the arrows to vote for the correct answer
A. B. C. D.D.
To set up an entitlement template for the standard support, you need to determine the terms of the support and how it will be delivered. Based on the information provided, the standard support contract provides 20 hours of email support only. Phone support is offered as a premium service in allotments of 10 incidents.
An entitlement template is a preconfigured set of entitlement terms that you can use to quickly create new entitlements for your customers. An entitlement is a customer's right to receive support or service, based on the terms of a contract or agreement.
Based on the given information, the correct answer is option B: Set the value of the Total terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.
Option A is incorrect because it suggests setting up an entitlement record for each account, which is not necessary. The company provides standard support contracts, so it makes more sense to set up a single entitlement template that can be applied to all customers who have purchased the standard support.
Option C is incorrect because it suggests setting the entitlement channel option to Web, which is not relevant to the given scenario. The standard support contract only provides email support, so the entitlement channel should be set to Email.
Option D is incorrect because it suggests setting the value of the Total terms field to 0, which means that the entitlement does not provide any support. Additionally, the Phone option should be set up as a premium service, which is not necessary for the standard support contract.
In summary, the correct configuration for the entitlement template for the standard support contract is to set the value of the Total terms field to 20 and set the value of the entitlement channel option to Email.