Exam MB-230 topic 2 question 11 discussion

Actual exam question from Microsoft's MB-230

Question #: 11
Topic #: 2

HOTSPOT -
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
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by wildflower at April 10, 2020, 5:30 a.m.

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Gill

Highly Voted 1 year, 10 months ago

Append is not an Access Level, it is a privilege. This is a very poor question, but the answer is correct as Append is not valid

upvoted 13 times

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_WMC_

Most Recent 11 months, 3 weeks ago

This question isn't about whether or not you can identify which access level is appropriate; it's about whether you know the difference between *any* access level and a privilege. 'Append' is a privilege. 'Organization' and 'Business Unit' are the Access Levels to which the privilege is granted for a specified role.

upvoted 3 times

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saadnadir

1 year, 5 months ago

1/ Organization 2/ Append (business unit cannot be selected, its ownership = organization)

upvoted 2 times

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evct

2 years, 1 month ago

For the Knowledgebase records, should be organization too. You are unable to select BU level for that entity.

upvoted 2 times

evct

2 years, 1 month ago

for the answer to be correct they should mention knowledge base article and not knowledge base record. https://community.dynamics.com/crm/b/passiondynamics/posts/difference-between-articles-knowledge-articles-amp-knowledge-base-record-in-microsoft-dynamics-crm

upvoted 1 times

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wildflower

2 years, 1 month ago

having trouble finding documented permissions. it is not documented for entitlement template creation, but may be found here https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

upvoted 1 times

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