Your organization has enabled AI suggestions for knowledge articles, but agents report that the suggestions are often irrelevant. You have a large knowledge base with many articles that have similar titles. What is the most effective way to improve the relevance of AI suggestions?

Disable AI suggestions for articles that are not frequently used.

Review and improve the quality of article metadata, such as keywords and categories.

Use Copilot to generate new articles from cases, regardless of quality.

Increase the number of suggestions shown to agents.

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

To include results from integrated external knowledge sources in agent searches.

To allow customers to search external knowledge sources from the portal.

To disable internal knowledge search and use only external sources.

To automatically create knowledge articles from external content.

How can Copilot assist in knowledge article creation in Dynamics 365 Customer Service?

By integrating external knowledge sources into the article.

By translating articles into multiple languages automatically.

By generating draft content based on case details or user prompts.

By automatically publishing articles without review.

What is the purpose of AI suggestions in knowledge management within Dynamics 365 Customer Service?

To integrate external knowledge sources into the search.

To translate knowledge articles into multiple languages automatically.

To recommend relevant knowledge articles to agents based on the context of the case.

To automatically create knowledge articles from resolved cases.

A global company has knowledge articles in English, French, and German. The company has a policy that all articles must be available in all three languages. Currently, some articles are only in English. You need to ensure that agents see the article in their preferred language, but if a translation is missing, they should see the English version. What should you configure?

Enable language fallback to English in the knowledge search settings.

Create a Power Automate flow to automatically translate missing articles.

Disable language preference so that all articles appear in all languages.

Require agents to manually switch to the English version when a translation is missing.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 2

Create and Administer Knowledge Management MB-230 Practice Questions (Page 8)

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 36–40

36expert · hard
Your organization has enabled AI suggestions for knowledge articles, but agents report that the suggestions are often irrelevant. You have a large knowledge base with many articles that have similar titles. What is the most effective way to improve the relevance of AI suggestions?
Select an answer first
37foundation · easy
What is the purpose of configuring external knowledge search in Dynamics 365 Customer Service?
Select an answer first
38foundation · easy
How can Copilot assist in knowledge article creation in Dynamics 365 Customer Service?
Select an answer first
39foundation · easy
What is the purpose of AI suggestions in knowledge management within Dynamics 365 Customer Service?
Select an answer first
40expert · medium
A global company has knowledge articles in English, French, and German. The company has a policy that all articles must be available in all three languages. Currently, some articles are only in English. You need to ensure that agents see the article in their preferred language, but if a translation is missing, they should see the English version. What should you configure?
Select an answer first

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