A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis.
Users must be able to search, link, and rate knowledge articles.
Users must be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Click on the arrows to vote for the correct answer
A. B. C. D. E.ACE.
To configure knowledge management for a custom entity named Root Cause Analysis in Dynamics 365 for Customer Service, the following actions should be performed:
A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis. This action involves navigating to the Knowledge Base Management Settings wizard, which can be accessed through the Dynamics 365 Customer Service Hub. From there, the Record types option should be selected, and the Root Cause Analysis entity should be chosen. This action enables the system to recognize the custom entity as one that requires knowledge management.
E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management. This action involves selecting the Root Cause Analysis entity in the Solution Explorer and then enabling knowledge management for the entity. This action enables knowledge management features for the custom entity.
D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles. This action involves accessing the main form of the Root Cause Analysis entity, which can be done through the Solution Explorer. From there, a subgrid for knowledge articles should be added and configured to display the relevant knowledge articles related to the entity.
Additional action (not in the original question):
F. Add a rating field to the knowledge article entity. This action involves adding a field to the knowledge article entity that allows users to rate articles. This enables users to provide feedback on the usefulness of articles and helps to improve the quality of knowledge management.
B. Add a lookup to the article entity. This action is not required for the solution. Adding a lookup to the article entity would allow users to link knowledge articles to other entities, but it is not necessary for the specific requirements mentioned in the question.
C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control. This action is not required for the solution. Configuring a knowledge base search control on the main form of the Root Cause Analysis entity would enable users to search for knowledge articles directly from the form, but it is not necessary for the specific requirements mentioned in the question.
In summary, the three actions that should be performed to configure knowledge management for a custom entity named Root Cause Analysis in Dynamics 365 for Customer Service are:
A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis. E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management. D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.