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Microsoft Exam MB-910 Topic 9 Question 35 Discussion

Actual exam question for Microsoft's MB-910 exam
Question #: 35
Topic #: 9
[All MB-910 Questions]

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.

Show Suggested Answer Hide Answer
Suggested Answer: A, B

by Pamella at Nov 24, 2023, 11:35 PM

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Laticia
11 months ago
I'm leaning more towards B) Number of cases and D) Hours of service. That way we can cap the number of cases and also limit the overall time and resources spent on each customer. A) Number of hours is too vague, and C) Initial response time doesn't really address the core issue.
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Cristy
11 months ago
Hmm, I was thinking B) Number of cases and C) Initial response time would be the way to go. That way we can control the volume of cases and also ensure customers get a quick response. But I can see the merit in Lonny's argument as well.
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France
12 months ago
I agree with Lonny. Limiting the number of cases and the hours of service are critical to controlling costs and ensuring fairness for all customers. A) Number of hours and C) Initial response time don't seem as relevant to the problem statement.
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Susana
11 months ago
Agreed. We need to make sure we have the right limitations in place.
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Shoshana
11 months ago
We should definitely focus on those two for designing the entitlement terms.
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Shanda
11 months ago
Number of cases and Hours of service are definitely the key metrics here.
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Laticia
11 months ago
I agree. It's important to control costs and ensure fairness.
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Casie
11 months ago
That makes sense. Those metrics would help enforce limitations on customer ticket creation.
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Mozelle
11 months ago
I think we should use B) Number of cases and D) Hours of service.
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Lonny
12 months ago
This is a tricky question. I think the correct answers are B) Number of cases and D) Hours of service. We need to limit the number of cases a customer can create, and also enforce a limit on the total hours of service provided to that customer.
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