Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Knowledge Management 2 — Questions and Answers
Question 1: How are knowledge articles linked to cases in Dynamics 365 Customer Service?
- They are automatically linked based on case priority
- Agents manually associate articles while resolving a case, or the system suggests them (Correct answer)
- Articles are linked only by administrators
- Articles must be emailed to be linked
Correct answer: Agents manually associate articles while resolving a case, or the system suggests them
Agents can manually link knowledge articles to cases while resolving them, and AI-based suggestions automatically surface relevant articles based on case content.
Question 2: What is the 'expiration date' field on a knowledge article used for?
- To schedule case resolution deadlines
- To indicate when an article should be reviewed or automatically archived as it may become outdated (Correct answer)
- To restrict when agents can access the article
- To set SLA timers
Correct answer: To indicate when an article should be reviewed or automatically archived as it may become outdated
The expiration date field flags when an article should be reviewed for accuracy or marked for archival, ensuring the knowledge base stays current.
Question 3: Which role is typically responsible for approving knowledge articles before publication in Dynamics 365?
- Customer Service Agent
- Knowledge Manager or Approver (Correct answer)
- System Administrator only
- End Customer
Correct answer: Knowledge Manager or Approver
A Knowledge Manager or designated approver reviews articles in the 'In Review' stage and approves them for publication to ensure accuracy and quality.
Question 4: How does the customer self-service portal use knowledge articles in Dynamics 365?
- It allows customers to create new articles
- It exposes published articles for customers to search and find answers without contacting support (Correct answer)
- It shows draft articles to customers for feedback
- It restricts article access to premium customers only
Correct answer: It exposes published articles for customers to search and find answers without contacting support
The self-service portal displays published knowledge articles, enabling customers to find answers independently and reduce support volume.
Question 5: What does 'article feedback' captured in Dynamics 365 help content managers do?
- Track agent login times
- Identify articles that need improvement based on user ratings and comments (Correct answer)
- Automatically update outdated articles
- Delete low-rated articles immediately
Correct answer: Identify articles that need improvement based on user ratings and comments
Feedback collected through article ratings and comments helps content managers identify knowledge gaps and prioritize articles that need updating or improvement.
Question 6: Which field on a knowledge article helps categorize it for easier searchability?
- Priority
- Keywords/Tags and Subject fields (Correct answer)
- Owner
- Case Origin
Correct answer: Keywords/Tags and Subject fields
Keywords, tags, and the subject hierarchy field on knowledge articles help agents and customers find relevant content through search and filtering.
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate Knowledge Management 2
How are knowledge articles linked to cases in Dynamics 365 Customer Service?