Learn how to configure a self-service portal in Microsoft Dynamics 365 Customer Service to allow customers to search for product reviews with no mismatch in results. Discover key components like Knowledge Articles and Progressive Search for the best customer experience.
Table of Contents
Question
A company uses Dynamics 365 Customer Service.
The company requires a self-service portal that provides access to product reviews. Customers must be able to search reviews with no mismatch between the results count and the number of records returned in the search results.
You need to configure the self-service portal.
Which two components should you enable? Each correct answer presents part of the solution.
A. Forums
B. Knowledge articles
C. Lucene.Net search
D. Progressive search
Answer
B. Knowledge articles
D. Progressive search
Explanation
This item tests the candidate’s knowledge of configuring a custom portal to support customer service processes.
Knowledge articles on the self-service portal will give the customers access to product reviews to help resolve common issues encountered by users. Users can search and filter to get appropriate answers quickly.
Progressive search on the self-service portal ensures that the customers can search Knowledge articles without any mismatch between the results count and the number of records returned in the search results.
Forums are used to create engagement among various customers who are members of the community. Questions can be asked and answered and they can be posted here. It is not used for accessing the company’s product reviews.
Lucene.Net search gives the ability to search Knowledge articles within multiple tables and fields at once. It cannot be used to ensure that the customers can search Knowledge articles without any mismatch between the results count and the number of records returned in the search results.
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