Create and Administer Knowledge Management MB-230 Practice Questions (Page 7)

Questions 31–35

1. 31application · medium

   A customer service manager wants to improve the accuracy of AI-suggested knowledge articles for agents. Currently, the suggestions are often irrelevant. You need to configure the AI suggestions to use more relevant data. What should you do?

   • AEnable AI suggestions and configure the model to use case title and description as input.
   • BManually curate a list of articles for each case type and assign them to agents.
   • CDisable the 'Use language preference' option to broaden the search.
   • DIncrease the number of suggestions returned from 3 to 10.
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2. 32application · medium

   A knowledge article has been updated in English. The Spanish translation is now outdated. You need to ensure that agents searching in Spanish see the latest content. What should you do?

   • ARe-publish the English article; the translation will update automatically.
   • BDelete the Spanish article and create a new one from the English version.
   • CUpdate the Spanish translated article record to reflect the changes.
   • DChange the language of the English article to Spanish.
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4. 33application · medium

   Your organization uses an external knowledge source that requires authentication via a username and password. You need to configure this source in Dynamics 365. What should you do?

   • AUse OAuth 2.0 client credentials flow.
   • BUse Azure Key Vault to store the credentials and reference them in the source configuration.
   • CProvide the credentials in the external knowledge source configuration.
   • DCreate a custom connector in Power Automate to handle authentication.
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5. 34application · medium

   Your organization uses an external knowledge base hosted on a third-party website for product documentation. Customer service agents currently have to open a separate browser tab to search that site. You want agents to see results from the external site directly within the Dynamics 365 knowledge search interface. What should you do?

   • AAdd the external website as a bookmark in the agent's browser and instruct agents to search it manually.
   • BCreate a custom connector to import the external articles into the Knowledge Article table.
   • CConfigure the external source as a knowledge source in the knowledge management settings and enable it for search.
   • DUse Power Automate to copy new external articles into Dynamics 365 on a schedule.
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6. 35application · medium

   Your organization has integrated an external knowledge source (a SharePoint site) with Dynamics 365. Agents report that searches do not return results from the SharePoint site. You have verified that the external source is configured and enabled. What should you check next?

   • AEnsure that the SharePoint site is indexed by the Dynamics 365 search service.
   • BConfirm that the SharePoint site is publicly accessible.
   • CCheck that the external source is added to the knowledge search's 'Searchable sources' list.
   • DVerify that agents have the 'Read' privilege on the SharePoint site.
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