Learn what gets automatically populated when converting a resolved case into a Knowledge article in Microsoft Dynamics 365 Customer Service. Discover the default values for subject, content, and resolution. Optimize your case management process today!
Table of Contents
Question
A worldwide company uses Dynamics 365 Customer Service. The company has service agents in several countries/regions. The service agents work with customers who speak multiple languages.
You configure the default authoring language for Knowledge articles. You instruct agents to convert resolved cases to Knowledge articles when details of a case and its resolution are not covered by an existing article.
You need to identify what is populated by default in an article converted from a case.
Which three values should you identify? Each correct answer presents part of the solution.
A. Subject copied from the Case form
B. Language set to the default authoring language
C. Content copied from the description on the Case form
D. Keywords copied from the case title on the Case form
E. Content copied from the resolution on the Case Resolution form
Answer
A. Subject copied from the Case form
C. Content copied from the description on the Case form
E. Content copied from the resolution on the Case Resolution form
Explanation
This item tests the candidate’s knowledge of converting cases to Knowledge articles.
When converting a resolved case to a Knowledge article, several data values are copied from the Case form and the Case Resolution form, including the case title as the title and subject. The content is populated by concatenating the case description and the case resolution.
Even with setting a default authoring language, the language in articles that are converted from a case is always set to English. Keywords are not automatically populated and must be entered manually.
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