Microsoft Dynamics 365 Fundamentals (CRM) — Question 147

A company is using Dynamics 365 Customer Service for case management.
The company must use entitlements to enforce limitations on customer ticket creation.
You need to design the entitlement terms.
Which two metrics should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

Answer options

• A. Number of hours
• B. Hours of service
• C. Number of cases
• D. Initial response time

Correct answer: A, C

Explanation

The correct answers are 'Number of hours' and 'Number of cases' as these metrics directly relate to tracking the limitations on ticket creation. 'Hours of service' and 'Initial response time' do not specifically enforce the restrictions necessary for managing ticket creation under entitlements.