1 - Creat new entitlement in Service Management.
2 - Add the start date and end date.
3 - Save the entitiement and then add the entitlement channel.
4 - Add the entitlement channel as phone with 25 as the total term.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
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Background
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.

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