Create and Administer Knowledge Management MB-230 Practice Questions (Page 1)

Questions 1–5

1. 1application · medium

   Your organization uses the default knowledge article table but needs to capture a new field for 'Product Version' that is not available in the default schema. You also want this field to be searchable by agents. What should you do?

   • AAdd a custom field to the knowledge article table and include it in the knowledge search view.
   • BCreate a new custom table and relate it to the knowledge article table, then add that table to the search.
   • CUse the existing 'Keywords' field to store the product version.
   • DEnable the 'Knowledge Article' table for full-text search in the search settings.
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2. 2application · medium

   Your organization uses a third-party knowledge base that is not natively supported by Dynamics 365. You want to integrate it so that agents can search it from within Dynamics 365. What is the recommended approach?

   • AInstruct agents to search the third-party knowledge base in a separate browser tab.
   • BUse the 'Knowledge Search' feature to crawl the third-party website.
   • CUse the external knowledge source integration to connect to the third-party knowledge base via its API.
   • DExport the third-party knowledge base to a CSV file and import it into the Knowledge Article table.
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4. 3expert · hard

   Your organization wants to use Copilot to generate knowledge articles from cases, but you are concerned about the quality of the generated content. You want to ensure that only accurate and approved articles are published. What should you do?

   • AUse AI suggestions to validate the generated articles.
   • BDisable Copilot for article creation and use only manual creation.
   • CRequire that all Copilot-generated drafts be reviewed and approved by a knowledge manager before publishing.
   • DConfigure Copilot to automatically publish articles after generation.
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5. 4application · medium

   You have integrated an external knowledge source, but agents report that search results from that source do not appear. Internal knowledge article search works fine. What should you check first?

   • AEnsure that the agents have the 'Knowledge Manager' security role.
   • BCheck that the knowledge article table is published.
   • CConfirm that the external source is added to the agent's personal view.
   • DVerify that external search is enabled in the knowledge search settings.
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6. 5foundation · easy

   How does Dynamics 365 Customer Service handle translated versions of a knowledge article?

   • ATranslations are created automatically and cannot be manually edited.
   • BTranslations are stored in a single record with language-specific fields.
   • CEach translation is stored as a separate record linked to the original article.
   • DTranslations are stored in a separate table unrelated to the original article.
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