Learn how to configure Knowledge Analytics and Knowledge Search Analytics in Dynamics 365 Customer Service to gain insights on agent usage of Knowledge articles. Discover the right steps for a successful implementation in this easy-to-follow guide.
Table of Contents
Question
A company uses the Knowledge management functionality of Dynamics 365 Customer Service.
You need to configure Dynamics 365 to provide insights on how agents find Knowledge articles.
Which two actions should you perform? Each correct answer presents part of the solution.
A. Enable knowledge analytics.
B. Add Knowledge Search analytics.
C. Enable Knowledge article suggestions.
D. Enable Customer Service historical analytics.
Answer
A. Enable knowledge analytics.
B. Add Knowledge Search analytics.
Explanation
This item tests the candidate’s knowledge of configuring Knowledge Search analytics.
Knowledge analytics generate insights into the use of Knowledge articles. You must enable knowledge analytics. This will produce insights on articles. You then need to enable Knowledge Search analytics to produce insights into the search terms used by agents. You cannot add Knowledge Search analytics without first enabling knowledge analytics.
Enabling Customer Service historical analytics causes the Customer Service historical analytics reports to be generated and enables topic clustering. It does not enable knowledge analytics. Enable Knowledge article suggestions generates suggestions for keywords and descriptions when authoring a Knowledge article.
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