Microsoft Dynamics 365 Customer Service — Question 14

A company must standardize the management of web leads and leads generated across their internal and external sales teams.

You need to create an entitlement.

Which type of entitlement should you create?

Answer options

• A. Multi-channel
• B. Omnichannel
• C. Teams channel

Correct answer: B

Explanation

The correct answer is B, Omnichannel, because it provides a cohesive approach to managing leads across various channels, ensuring a seamless experience. Multi-channel (A) focuses on multiple channels but does not integrate them, while Teams channel (C) is specific to Microsoft Teams and does not encompass broader lead management needs.