No way, I'm voting A. Multi channel.
There is no such thing as an "omnichannel" entitlement.
Response from Chat GPT.
In Dynamics 365 Customer Service, entitlements are used to define the scope and level of support a customer can receive. A multi‑channel entitlement is designed to track and manage service activities across various channels—such as web leads, email, phone, and more—which is ideal when you need to standardize the management of leads generated by both internal and external sales teams.
This is a really mean question. The question is about 'standardize management of new Leads' not about KPI/SLA and entitlements in terms of entitlement channels (chat/email/Phone/ ..etc). To standardize management of leads coming in from multiple channels I would install the 'Omnichannel' add on.
"web leads and leads generated across their internal and external sales teams" is hinting omnichannel. Leads need unified routing I can understand. But can anyone explain why leads need entitlement?
upvoted 2 times
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