Struggling with configuring Dynamics 365 Customer Service to populate the email’s To field with a contact instead of an account? Learn the exact steps to set the default email recipient in the Knowledge Base Search control for a seamless case management experience.
Table of Contents
Question
A company uses the Knowledge management features of Dynamics 365 Customer Service. Cases are associated with an account and a contact.
Agents link Knowledge articles to cases. When the agents email article content, the To field populates with the account.
You need to configure the system to populate the To field with the contact.
What should you do?
A. Mark the article as internal.
B. Change the mapping on the one-to-many relationship between the Case and Email tables.
C. Select Contact for the default email recipient in the Knowledge Base Search control in the Case form.
D. Select Contact for Provide search results using in the Knowledge Base Search control in the Case form.
Answer
C. Select Contact for the default email recipient in the Knowledge Base Search control in the Case form.
Explanation
This item tests the candidate’s knowledge of configuring the Knowledge Search capabilities.
The Knowledge Base Search control on the Case form has several configuration options, including the default email recipient drop-down list where you can select customer, account, or responsible contact. Setting this option to Contact will populate the To field on the email with the contact.
The Knowledge Base Search control does not use the mapping to set the To field on the email. The Provide search results using option controls which column on the case record is used to search for Knowledge articles. Marking an article as internal does not show the article in the portal.
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