Question 26 of 124 from exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Question 26 of 124 from exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

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Question

DRAG DROP - You are a customer service representative using Dynamics 365 Customer Service Hub.

You need to link the knowledge base records that relate to cases and send articles to customers.

Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in them correct order.

Select and Place:

Actions Open the knowledge-base article that answers the problem. Copy and paste the article into the resolution dialog box when closing the case Open an existing case record Locate the knowledge-base article. Select Link, and then select Email Type the search terms relating to the case issue in the KB Records tab Navigate to the knowledge base and assign the article to the case Email the knowledge-base article to the customer. Set the Regarding field on the email to the case Open the knowledge-base article that answers the problem. Copy and paste the knowledge base ito the case notes Answer Area ©O@

Explanations

Actions Open the knowledge-base article that answers the problem. Copy and paste the article into the resolution dialog box when closing the case Open an existing case record Locate the knowledge-base article. Select Link, and then select Email Type the search terms relating to the case issue in the KB Records tab Navigate to the knowledge base and assign the article to the case Email the knowledge-base article to the customer. Set the Regarding field on the email to the case Open the knowledge-base article that answers the problem. Copy and paste the knowledge base ito the case notes Answer Area Open an existing case record Type the search terms relating to the case issu: the KB Records tab © Locate the knowledge-base article. Select Link, and then select Email © ©)
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