You manage a Dynamics 365 for Customer Service environment.The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement. You need to create the entitlement for the customer. What should you do?
A. Create a new tem...
Microsoft Certifications - Exam MB-230
16 questions and answers
You manage a Dynamics 365 for Customer Service environment.The entitlement for a customer
ended last month. The customer must renew the entitlement and use the same parameters as
the expired entitlement. You need to create the entitlement for the customer. What should you
do?
A. Create a new template with the dates and terms. Activate the template.
B. Delete the old entitlement. Create a new entitlement template.
C. Add the new end date to the current entitlement and set new terms. Activate the
entitlement.
D. Make a copy of the old entitlement. Activate the copy.
E. In the old entitlement, zero out the remaining terms and the total terms. Activate the
entitlement - answer C. Add the new end date to the current entitlement and set new terms.
Activate the entitlement.
You are using Dynamics 365 for Customer Service.You need to automate the process of adding
cases to a queue.What should you do?
A. Use routing rules
B. Use the convert activities functionality with cases
C. Use the add to queue button on a case
D. Use the Assign button on a case - answer A. Use routing rules
You are a Dynamics 365 for Customer Service administrator. Your company provides standard
support contracts for 20 hours of email support. Phone 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?
, A. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel
option to Phone. Set the value of the Total terms value to 20.
B. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel
option to Email. Set the value of the Total terms field to 20.
C. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel
option to Email. Set the value of the Total terms field to 10. Add the Phone option. Set the value
of the Total Terms field to 10.
D. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel
option to Email. Set the value of the Total terms field to 0. Add the Phone option. Set the value
of the Total Terms field to 10. - answer C. Set the value of the Total terms field for an
entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms
field to 10. Add the Phone option. Set the value of the Total Terms field to 10.
You are using Dynamics 365 for Customer Service.You need to create the entitlements for your
customers.What should you do?
A. Create queues for each channel.
B. Create an entity for each channel and configure the relationship with the entitlement.
C. Configure entitlement channels.
D. Configure routing rules. - answer C. Configure entitlement channels.
You are a Dynamics 365 for Customer Service administrator.You must track time against
enhanced service-level agreements (SLAs).You need to add a timer.Which three actions should
you perform in sequence? To answer, move the appropriate actions from the list of actions to
the answer area and arrange them in the correct order. - answer 1) Ensure the entity is enabled
for SLA.
2) Create a quick view form for each SLA KPI instance field.
3) Add the quick view forms to the primary entity form.
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