Check your knowledge

1.

You're helping deploy your organization's knowledge management solution. Most of the knowledge content will be created and stored in Dynamics 365 Customer Service. However, existing content and relevant documents are on a SharePoint site that your organization also wants to include. What is the most efficient way to accomplish this task?

Import all SharePoint content into Dynamics 365 as knowledge articles.

Set up a search provider that points to your SharePoint site.

Manually re-create all content as knowledge articles in Dynamics 365.

Set up a search filter to only display SharePoint content.

2.

Recently, agents have been struggling to locate relevant knowledge articles. The text that they search for isn't pulling up the most relevant articles. As you're creating an article that’s designed to assist agents with issues about returning products, you want to maximize the likelihood that it can be located when agents search for content about returns. What feature can help you resolve this issue?

AI-suggested keywords and descriptions

Search providers

Search filters

Article templates

3.

Your organization is using search filters to help agents locate article content. You've created a custom field called Content Type that you want to include as a filter. What is the best way to accomplish this task?

You can't add custom fields as a search filter.

The field will be available as a search filter after it's been created.

You need to add it to the Quick Find Active Knowledge Articles view.

You need to define it as a search filter field when you create it.

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