MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer calls to report an issue, but the agent finds that the customer's support entitlement has expired. What should the agent do?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Inform the customer and suggest purchasing a new support plan
The agent should inform the customer that the support entitlement has expired and suggest purchasing a new support plan. Option A is incorrect because providing service without a valid entitlement violates support policy. Option B is incorrect because deleting the expired entitlement does not resolve the issue and does not provide a new valid entitlement. Option D is incorrect because Copilot cannot override entitlement restrictions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Create a case and provide support anyway
Why it's wrong here
Providing support without valid entitlement violates business rules.
- ✗
Delete the expired entitlement and create a new one
Why it's wrong here
Only authorized users can manage entitlements; deleting is not appropriate.
- ✓
Inform the customer and suggest purchasing a new support plan
Why this is correct
The agent should communicate the expired entitlement and offer renewal options.
- ✗
Ask Copilot to override the entitlement
Why it's wrong here
Copilot cannot override entitlement validation.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This MB-910 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-910 exam.