Learn the best approach to edit published knowledge articles in Dynamics 365 Customer Service without disrupting customer access. Discover why creating a major version is the most effective solution for maintaining portal continuity.
Table of Contents
Question
A company uses Dynamics 365 Customer Service. Knowledge articles are published on the company’s self-service portal.
Articles must be changed when a product specification is changed.
You need to edit a published article without affecting what customers currently view on the portal.
What should you do?
A. Revert the article to draft.
B. Mark the article as internal.
C. Create a major version of the article.
D. Set the status reason of the article to Needs review.
Answer
C. Create a major version of the article.
Explanation
This item tests the candidate’s knowledge of managing the Knowledge article lifecycle.
Creating a major version enables you to update an article without affecting the live published article. Creating a major or minor version leaves the existing article version published and creates a copy of the article, which you can edit and make changes to. When you are ready, you can publish the new version, which will replace the original version.
Marking the article as internal will remove the article from the portal. Revert to draft unpublishes the article, puts it into draft status, and removes the article from the portal. When an article’s status reason is set to Needs review, changes will appear in the currently published article.
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.