Knowledge Management Flashcards
6 cards from real Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Knowledge Management flashcards as text
How are knowledge articles linked to cases in Dynamics 365 Customer Service?
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.
What is the 'expiration date' field on a knowledge article used for?
Answer: To indicate when an article should be reviewed or automatically archived as it may become outdated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.
Which role is typically responsible for approving knowledge articles before publication in Dynamics 365?
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.
How does the customer self-service portal use knowledge articles in Dynamics 365?
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.
What does 'article feedback' captured in Dynamics 365 help content managers do?
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.
Which field on a knowledge article helps categorize it for easier searchability?
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.
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Sources & references
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- learn.microsoft.com — Score validity, eligibility, renewal, score release, fees, passing score, exam format, time limit, retake fee, exam information · verified Oct 2026
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