Question 35 of 124 from exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Question 35 of 124 from exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

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Question

You set a default entitlement for a customer.

You need to ensure that the default entitlement is automatically associated with a case.

What are two possible ways to achieve this goal? 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.

AB.

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer https://docs.microsoft.com/en-us/power-platform/admin/system-settings-dialog-box-service-tab

The correct answers are A and B.

Explanation: Entitlements in Dynamics 365 Customer Service provide customers with specific terms of service, such as the level of support they are entitled to, the channels through which they can receive support, and the time period during which they are entitled to support. When you set a default entitlement for a customer, you want that entitlement to be automatically associated with any case created for that customer.

Here are two possible ways to achieve this goal:

A. Create a case: When you create a new case in Dynamics 365 Customer Service, you can associate it with an entitlement. To ensure that the default entitlement is automatically associated with a case, you can create the case for the customer. When the case is created, the entitlement will be automatically associated with it. To do this, follow these steps:

  1. Go to the Dynamics 365 Customer Service Hub.
  2. Click on the Cases tab.
  3. Click on the New button to create a new case.
  4. Fill out the necessary details for the case, including the customer's name and any other relevant information.
  5. Under the Entitlements section, select the default entitlement that you want to associate with the case.
  6. Click on the Save button to create the case.

B. Update the customer, contact, or product field on an existing case: If you have an existing case that needs to be associated with the default entitlement, you can update the customer, contact, or product field on the case. When you do this, the entitlement will be automatically associated with the case. To do this, follow these steps:

  1. Go to the Dynamics 365 Customer Service Hub.
  2. Click on the Cases tab.
  3. Find the case that you want to update and open it.
  4. Click on the Edit button to make changes to the case.
  5. In the Customer, Contact, or Product field, select the appropriate record for the customer.
  6. Click on the Save button to update the case.

C. Update the description field on an existing case: This option is not a correct answer, as updating the description field on a case does not have any effect on the entitlements associated with the case.

D. Add an activity to an existing case: This option is also not a correct answer, as adding an activity to a case does not have any effect on the entitlements associated with the case.

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