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Exam MB-230 topic 2 question 20 discussion

Actual exam question from Microsoft's MB-230

Question #: 20
Topic #: 2

HOTSPOT -
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Show Suggested Answer

Suggested Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

by jakub_kangur at July 28, 2021, 1:05 p.m.

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Mero0011

Highly Voted 2 years, 7 months ago

I would go with 1. Customer Service Rep 2. None according to the link below, you need to have the role of Customer Service Manager to add or update holiday schedules!! https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-holiday-schedule

upvoted 10 times

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EMervyn

Highly Voted 2 years, 6 months ago

1. CSR 2. None - checked misc privileges under Service Management on security role, it is set to None

upvoted 8 times

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kks0805

Most Recent 7 months, 1 week ago

The question is asking how to ensure the CSR can process cases that have SLA and entitlements. To achive this, the CSR does not need to update the holiday schedules. So #2 choose None. On the MS documents it just listed out the OOTB security role settings. I think here the question is just testing if you know what holiday schedule is or not. Also, I think the question should be "You are a Dynamics 365 for Customer Service administrator" to be able to configure security...

upvoted 2 times

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Consultant1995

2 years, 3 months ago

Security role: CSR - Misc Privileges "Update Holiday Schedules" set to None Selected

upvoted 1 times

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lilavi

2 years, 6 months ago

on exam 27.11.2021

upvoted 4 times

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DJ26

2 years, 8 months ago

The answers are correct because: 1. The Security role is Customer Service representative (least privilige) 2. In that security role for the - Update Holiday Schedules you have only two options. The default one is Non selected and Organisation. Check Customer Service Representative security role - Service Managment - Mis. Priviliges

upvoted 2 times

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ApxA

2 years, 10 months ago

I think the minimum privilege for a CSR is to update only his own holiday schedules. So i choose "user" for "update holidays schedules"

upvoted 3 times

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jakub_kangur

2 years, 10 months ago

Why CSR needs to have the privilege to update Holiday Schedule to resolve the SLAs Case? This does not make sense to me. What do you think?

upvoted 2 times

ryan_hoang4949

2 years, 10 months ago

It doesn't make senses if CSRs have privilege of Scheduler. CSR managers should be the ones who have rights to write on Holiday Schedule.

upvoted 2 times

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