Microsoft Dynamics 365 Customer Service — Question 10

Your company makes use of Dynamics 365 for Customer Service. You are employed as an administrator.

You are required to configure an entitlement template for a standard support contract that allows for 40 hours of email support, as well as Phone as a premium service in allotments of 20 incidents.

Which of the following is TRUE with regards to the entitlement channel?

Answer options

• A. It should be set to Email only.
• B. It should be set to Phone only.
• C. It should be set to Email and Phone.
• D. It is an unnecessary setting.

Correct answer: A

Explanation

The correct answer is A because the entitlement template specifies that it includes 40 hours of email support, making Email the only necessary channel for this support. Options B and C are incorrect as they either limit the support to Phone or unnecessarily expand it to both channels. Option D is also wrong because the entitlement channel setting is indeed required for proper configuration.