Exam MB-230 topic 1 question 35 discussion

Actual exam question from Microsoft's MB-230

Question #: 35
Topic #: 1

You set a default entitlement for a customer.
You need to ensure that the default entitlement is automatically associated with a case.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Create a case.
B. Update the customer, contact, or product field on an existing case.
C. Update the description field on an existing case.
D. Add an activity to an existing case.

Show Suggested Answer

Suggested Answer: AB 🗳️
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer https://docs.microsoft.com/en-us/power-platform/admin/system-settings-dialog-box-service-tab

by Kyol at July 5, 2021, 12:38 p.m.

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DJ26

Highly Voted 2 years, 9 months ago

A and B are correct because after creating a case you can asociate entitelments autmaticaly for contacts (have rigt to create a ticket), products (entitelment for a certain product) and customers.

upvoted 7 times

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Robby1234

Most Recent 11 months, 2 weeks ago

I would say A and C. When you create a new Case and when the Case is updated. My guess is that setting different references (B) does not count as updating a Case. https://learn.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer?tabs=customerserviceadmincenter

upvoted 1 times

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Lemppy

1 year ago

I think A and B because only the default entitlement is associated automatically. https://learn.microsoft.com/en-us/training/modules/creating-and-managing-entitlements-in-dynamics-365/4-additional-considerations

upvoted 1 times

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Shamir06

1 year, 10 months ago

How about B & D?

upvoted 3 times

wwhung

1 year ago

Agreed with B&D. Adding activity can deduct the entitlement channel items.

upvoted 1 times

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katche

2 years, 6 months ago

I would rather say it is B and C : "In a case record, in the Entitlement field, select the Lookup button,and select an entitlement. The inline lookup shows only the active entitlement for the customer of the case. The Entitlements section in the case record lists all the active entitlements for the customer." https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer#associate-entitlements-to-cases

upvoted 4 times