You are using Dynamics 365 for Customer Service.
You need to create the entitlements for your customers.
What should you do?
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A. B. C. D.C.
As a Dynamics 365 for Customer Service consultant, you need to create entitlements for your customers. An entitlement defines the level of support a customer is entitled to receive for a specific product or service, based on the terms of the customer's contract. To create entitlements, you can follow these steps:
Configure Entitlement Channels: You need to configure the channels through which customers can request support for the product or service they have purchased. You can configure channels such as phone, email, web, chat, and social media. This step is important to ensure that customers can request support through the channels they prefer.
Create Entitlement Templates: Once the channels are configured, you need to create entitlement templates. An entitlement template is a predefined set of entitlement terms that you can apply to a customer's contract. You can create entitlement templates based on the product or service the customer has purchased, the level of support they require, and the channels through which they can request support.
Create Entitlements: After you create entitlement templates, you can create entitlements for individual customers based on their contract terms. You can specify the entitlement terms, such as the number of cases, the response time, and the resolution time. You can also associate entitlements with specific products or services and set up automatic entitlement renewal.
Configure Routing Rules: You can also configure routing rules to ensure that cases are routed to the appropriate customer service agents based on the customer's entitlement terms. Routing rules can be based on factors such as the customer's entitlement level, the severity of the issue, and the customer's preferred channel of communication.
Therefore, the correct answer to the question is option C: Configure entitlement channels. This is the first step in creating entitlements for customers in Dynamics 365 for Customer Service. Options A, B, and D are not relevant to creating entitlements for customers.