What is the purpose of the 'Language' field on a knowledge article record?

To specify the language of the author of the article.

To determine the default language for the organization.

To indicate the language in which the article content is written.

To control which users can view the article.

Agents complain that the knowledge search returns too many results, making it hard to find the right article. You need to improve the search experience by making the results more relevant. What should you configure?

Disable the knowledge search feature and use the default view.

Enable AI suggestions to provide a shortlist of relevant articles.

Increase the number of results displayed per page.

Add more keywords to each article to broaden the search.

Which feature in Dynamics 365 Customer Service uses AI to suggest knowledge articles to agents?

Omnichannel for Customer Service

A global company has knowledge articles in English and needs to provide Spanish versions. The Spanish translations are managed by an external translation agency that delivers files. You need to ensure that the Spanish versions are stored as separate language records and that agents can search them. What should you configure?

Store the Spanish content in a separate field on the same article record.

Use the 'Description' field to hold the Spanish translation.

Enable multiple languages for the knowledge article table and create translated article records for each language.

Create a new custom table for Spanish articles and use a lookup to the English article.

Your organization has a large knowledge base with both internal and external sources. Agents report that the search results are not relevant and often return too many results. You need to improve the relevance of search results while still including external sources. What should you configure?

Enable AI suggestions and configure them to use both internal and external sources.

Increase the number of results per page to show more articles.

Disable external sources from the search to reduce the number of results.

Use the 'Relevance search' feature instead of the knowledge search.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 2

Create and Administer Knowledge Management MB-230 Practice Questions (Page 4)

Part of the Manage cases in Customer Service domain, which accounts for 51–55% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~20–36 in this domain), expect 4–7 from this objective — we provide 42 practice questions to prepare you well beyond it. (estimate)

42questions here

9free pages

7concepts

51–55%of the exam

Questions 16–20

16foundation · easy
What is the purpose of the 'Language' field on a knowledge article record?
Select an answer first
17application · medium
Agents complain that the knowledge search returns too many results, making it hard to find the right article. You need to improve the search experience by making the results more relevant. What should you configure?
Select an answer first
18foundation · easy
Which feature in Dynamics 365 Customer Service uses AI to suggest knowledge articles to agents?
Select an answer first
19application · medium
A global company has knowledge articles in English and needs to provide Spanish versions. The Spanish translations are managed by an external translation agency that delivers files. You need to ensure that the Spanish versions are stored as separate language records and that agents can search them. What should you configure?
Select an answer first
20expert · hard
Your organization has a large knowledge base with both internal and external sources. Agents report that the search results are not relevant and often return too many results. You need to improve the relevance of search results while still including external sources. What should you configure?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to MB-230

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Microsoft. “MB-230” is a trademark of its owner, used for identification only.