Question 113 of 124 from exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

C.

As a customer support representative, you have been assigned to generate entitlements for clients in Dynamics 365 for Customer Service. Entitlements are used to define the level of support a customer is entitled to receive from a company, based on the terms of their service agreement or contract.

Out of the given options, the correct action to take in this scenario is to configure entitlement channels (option C). Entitlement channels are the communication channels through which customers can access support services. By configuring entitlement channels, you can specify the types of support services that are available to customers, as well as the service levels and response times associated with each channel.

To configure entitlement channels in Dynamics 365 for Customer Service, you can follow these steps:

1. Go to the Service Management area of Dynamics 365 for Customer Service.
2. Click on Entitlements in the left-hand menu.
3. Click on New to create a new entitlement record.
4. In the Entitlement Information section, specify the name and description of the entitlement, as well as the type of entitlement (such as Standard or Premier).
5. In the Channels section, specify the communication channels through which customers can access support services, such as phone, email, or chat.
6. For each channel, specify the service level and response time associated with that channel.
7. Save the entitlement record.

Once you have configured the entitlement channels, you can associate them with customer accounts or cases to ensure that customers receive the appropriate level of support. You can also track entitlement usage and remaining entitlement balances to ensure that customers do not exceed their allotted support services.