Microsoft Exam MB-230 Topic 3 Question 56 Discussion

Actual exam question for Microsoft's MB-230 exam

Question #: 56
Topic #: 3

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.

When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.

You need to configure the system.

Which two options should you configure? Each correct answer presents part of a solution.

NOTE: Each correct selection is worth one point.

AIn Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.

BIn Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.

CIn the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes

DIn Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.

Show Suggested Answer

Suggested Answer: A, D

by Lavonda at Dec 21, 2023, 04:05 AM

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Renay

8 months ago

Haha, yeah, option A feels a bit like bringing a bazooka to a knife fight. Let's keep it simple and focus on the essentials.

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Tammy

8 months ago

Yeah, those sound like the right choices. Option A might be overkill since we just need to share the knowledge base link, not create an entire external-facing portal.

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Dolores

8 months ago

Yeah, those sound like the right choices. Option A might be overkill since we just need to share the knowledge base link, not create an entire external-facing portal.

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Ryann

8 months ago

Option D) In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.

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Pedro

8 months ago

Option A) In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.

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I agree. Options B and D seem like the way to go. We need to make sure the rep attaches the relevant knowledge article, and then we need to enable sharing that article as a link in the email to the customer.

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Bonita

8 months ago

Hmm, this seems like a straightforward configuration question. I think the key is to provide the customer with a way to access the knowledge base associated with the closed case.

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Microsoft Exam MB-230 Topic 3 Question 56 Discussion

Contribute your Thoughts:

Renay

Tammy

Dolores

Ryann

Pedro

Joni

Bonita