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Knowledge check

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Choose the best response for each of the questions. Then select Check your answers.

Check your knowledge

1.

While working on a case, you added a phone call activity to log a call you placed to the customer. Where is the phone call activity displayed on the case record?

Business Process Flow

Record Timeline

Related Panel

2.

Which field is searched by default to provide Knowledge Article suggestions?

Description

Category

Case Title

3.

Dynamics 365 Customer Service’s knowledge management capabilities help both customer and employees by providing which of the following?

The ability to create and design rich knowledge.

The ability to schedule the publishing of articles.

The ability for agents to create and then immediately publish articles.

You must answer all questions before checking your work.

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