Struggling with poor Knowledge article search results in Dynamics 365 Customer Service? Learn how enabling keyword and description suggestions can help authors build better metadata for more accurate search results. Discover the solution for improving your organization’s Knowledge Management system.
Table of Contents
Question
A company uses the Knowledge management features of Dynamics 365 Customer Service.
Agents experience difficulty when they try to locate appropriate Knowledge articles. The search criteria do not find any results.
You need to assist authors with building better metadata to increase the likelihood of articles being included in search results.
What should you do?
A. Add a search provider.
B. Set up integrated search.
C. Enable the suggest-as-you-type feature.
D. Enable keyword and description suggestions.
Answer
D. Enable keyword and description suggestions.
Explanation
This item tests the candidate’s knowledge of AI-suggested descriptions and keywords.
Enabling keyword and description suggestions provides article authors with relevant keyword and description suggestions based on the article they are creating. Integrated search is used to configure external data providers that can be consolidated into a list of Knowledge article search results. Creating a search provider allows you to identify additional data sources you want to have included in Knowledge article search results. Enabling the suggest-as-you-type feature will provide suggestions to users as they type in their search criteria. It does not provide recommendations to authors as they create articles.
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.