Manage Agents and Copilot in Service Features MB-230 Practice Questions (Page 3)

Questions 11–15

1. 11foundation · medium

   Why would an organization integrate an AI agent with Dynamics 365 Customer Service?

   • ATo reduce the cost of licensing by eliminating the need for agent licenses
   • BTo replace the need for human agents entirely
   • CTo give agents access to AI-powered insights and recommendations directly within their workspace
   • DTo allow customers to interact with the AI agent directly
   Reveal Solution Discussion Select an answer first
2. 12foundation · medium

   What does the 'Conversation Summary' feature in Dynamics 365 Customer Service do?

   • AIt sends a summary of the conversation to the customer via email
   • BIt translates the conversation into multiple languages
   • CIt captures key points from a customer conversation, such as issues and resolutions
   • DIt records the entire conversation verbatim for compliance purposes
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4. 13foundation · medium

   What is the purpose of integrating knowledge sources in Dynamics 365 Customer Service?

   • ATo store all customer communications in a central repository
   • BTo automatically create knowledge articles from customer feedback
   • CTo provide agents with access to relevant information and solutions from various sources
   • DTo provide a backup of the Customer Service database
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5. 14application · medium

   An organization uses 'Ask a Question' to help agents find solutions. The feature currently returns results from multiple knowledge bases, including some that contain outdated or irrelevant content. You need to ensure that only the 'Current Product KB' and 'Service Procedures KB' are used. What should you configure?

   • ATrain agents to ignore results from other KBs.
   • BDisable the other knowledge bases in the Customer Service admin center.
   • CSet up content filtering to include only the two specified knowledge bases.
   • DCreate a new case summary that references only the two KBs.
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6. 15expert · hard

   A support manager wants to provide agents with a case summary that includes customer sentiment and product information, plus a timeline of all activities. The manager is concerned about data privacy and wants to ensure that the summary does not include any sensitive customer data that might be in notes. What should you do?

   • AEnable timeline summary and rely on it to show only non-sensitive activities.
   • BUse conversation summary instead of case summary to avoid notes.
   • CConfigure the case summary to include only specific fields and exclude notes from the summary.
   • DDisable the timeline and use only the case summary with default fields.
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