Question

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?

Answer 1

To configure Dynamics 365 for Customer Service for knowledge management in the custom entity 'Root Cause Analysis', perform three actions: create a new entity, enable knowledge management, and set up AI for suggested articles.

Step-by-step explanation:

To configure Dynamics 365 for Customer Service to implement knowledge management for the custom entity named Root Cause Analysis, you should perform the following three actions:

1. Create a new Entity named 'Root Cause Analysis' with the required fields and attributes.
2. Enable Knowledge Management for the newly created 'Root Cause Analysis' entity, allowing users to search, link, and rate knowledge articles.
3. Set up the Dynamics 365 AI to provide suggested knowledge articles to the users.