Microsoft Dynamics 365 Customer Service — Question 29

You are a Dynamics 365 for Customer Service administrator.

Your company provides standard support contracts for a total of 20 hours of email support. All 20 hours are for email support only. Phone support 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?

Answer options

• A. Set up an entitlement record for each account. Set the value of the Total Terms field for the entitlement to 20. Do not configure an entitlement channel.
• 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 0. Add the Phone option. Set the value of the Total Terms field to 10.
• C. Set the value of the Total Terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.
• 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 10. Add the Phone option. Set the value of the Total Terms field to 10.

Correct answer: C

Explanation

The correct answer is C because it correctly sets the Total Terms to 20 and specifies Email as the entitlement channel for the standard support. Option A is incorrect as it suggests not configuring the channel, and options B and D incorrectly involve phone support, which is not part of the standard support offering.