Struggling with your Dynamics 365 Customer Service certification? Learn how to set up views displaying related case titles and descriptions using Text Matching and Advanced Similarity Rules for the MB-230 exam. Boost your chances of passing with expert tips!
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
A customer service agent must review all case-related information to resolve a case.
You need to set up a view that displays cases with related case titles and descriptions.
Which two configurations should you use? Each correct answer presents part of the solution.
A. Exact matching
B. Text matching
C. Advanced similarity rules
D. Rules-based suggested contacts
Answer
B. Text matching
C. Advanced similarity rules
Explanation
This item tests the candidate’s knowledge of creating advanced similarity rules for cases.
The Advanced similarity rule helps agents view similar cases quickly. The Text match feature enables the text in specific fields in the case table to be matched. The Exact match feature enables all fields in the case table for exact match except single-line and multi-line text fields. Rules-based suggested contacts are used to create suggestions of contacts who are connected to a case. It cannot be used to track related case titles.
Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification exam assessment practice question and answer (Q&A) dump including multiple choice questions (MCQ) and objective type questions, with detail explanation and reference available free, helpful to pass the Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 exam and earn Microsoft Dynamics 365 Customer Service Functional Consultant MB-230 certification.