Discuss Microsoft MB-230 Exam Topic 2 Question 20

You manage Dynamics 365 for Customer Service.

You need to configure automatic case creation for emails received by customers who have a support contract.

What should you do?

AConfigure service level agreements to be on hold until a call can be made to the customer.

BCreate an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.

CCreate an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.

DCreate an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

Suggested Answer: D

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11 comments · newest first

Dorian 12 months ago

Not sure about D, sounds a bit complicated for just emails.

Ryan 1 year ago

Wait, can you really set it to create cases based on entitlements?

Danica 1 year ago

Definitely not A, that won't create cases automatically.

Aretha 1 year ago

I think B could work too, but D seems more specific.

Laurel 1 year ago

Option D is the way to go!

Rebeca 1 year ago

I vaguely recall that we need to check for valid entitlements when creating cases, so option D sounds familiar, but I’m not completely confident.

Carmen 1 year ago

I’m a bit confused about the difference between source types. Wasn't there a question about service activities that seemed similar?

Valentin 1 year ago

I remember a practice question where we had to set up case creation based on entitlements. I feel like option D might be the right choice here.

Rose 1 year ago

I think we discussed something about automatic record creation rules in class, but I'm not sure if it was specifically for emails.

Ben 1 year ago

Alright, let's do this! I know Marketo archiving pretty well, so I'm confident I can identify the two true statements here. Time to put my knowledge to the test.

Rikki 1 year ago

I think the key here is understanding how the credit limit and outstanding balance are calculated. The question provides a lot of specific numbers, so I'll need to do some quick math to determine the total exposure and whether the new order would exceed the credit limit.

Microsoft MB-230 Exam - Topic 2 Question 20 Discussion