Create and Administer Knowledge Management MB-230 Practice Questions (Page 3)

Questions 11–15

1. 11foundation · easy

   What is the primary purpose of configuring internal knowledge search in Dynamics 365 Customer Service?

   • ATo allow customers to search for knowledge articles directly from the customer portal.
   • BTo integrate external search engines like Bing into the Customer Service workspace.
   • CTo enable agents to search for knowledge articles stored within the organization's Dynamics 365 environment.
   • DTo automatically create knowledge articles from resolved cases.
   Reveal Solution Discussion Select an answer first
2. 12application · medium

   Your organization uses an external knowledge base from a partner that provides a SOAP web service. You need to integrate this source so that agents can search it from the Customer Service workspace. What should you do first?

   • ACreate an external knowledge source in the knowledge management settings and provide the service endpoint.
   • BBuild a custom connector in Power Automate to call the SOAP service.
   • CImport the external articles into the knowledge article table.
   • DEnable external search in the search settings.
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   Contoso's support agents frequently need to search both internal knowledge articles and a third-party vendor's online help portal. The vendor portal does not support OAuth but offers a public REST API. You need to enable agents to search both sources from the Customer Service workspace without leaving the app. What should you configure?

   • AUse the vendor's search URL in a web resource and add it to the agent experience profile.
   • BAdd the vendor portal as an external knowledge source and enable external search in the knowledge search settings.
   • CCreate a custom API integration in Power Automate and display results in a custom canvas app embedded in the workspace.
   • DManually copy the vendor articles into the knowledge article table and enable internal search.
   Reveal Solution Discussion Select an answer first
5. 14expert · medium

   A knowledge manager wants to use Copilot to create a knowledge article, but the organization has strict compliance requirements that all content must be reviewed by a human before publishing. The manager wants to use Copilot to draft the article, but ensure that the draft is not published automatically. What should you do?

   • ASet up a Power Automate flow to automatically approve and publish Copilot-generated articles.
   • BDisable Copilot for knowledge article creation.
   • CUse Copilot to create the article and then immediately publish it.
   • DConfigure Copilot to save the draft as a draft version and require manual publishing.
   Reveal Solution Discussion Select an answer first
6. 15application · medium

   Your organization wants to improve the accuracy of AI suggestions for knowledge articles. You have a large number of articles and cases. What should you do to help the AI model provide better recommendations?

   • AEnsure that knowledge articles are properly categorized and have clear titles and descriptions.
   • BUse Copilot to generate new articles from cases, regardless of quality.
   • CIncrease the number of AI suggestions shown to agents.
   • DDisable AI suggestions for articles that are not frequently used.
   Reveal Solution Discussion Select an answer first