Question

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?

Answer 1

To link knowledge base records and send articles to customers using Dynamics 365 Customer Service Hub, you should first identify and open the relevant case, search for applicable articles, and then attach and send these articles directly to the customer.

Step-by-step explanation:

To assist customers as a customer service representative using Dynamics 365 Customer Service Hub, you would need to perform a series of actions to link the knowledge base records to cases and send articles to customers. Here are the steps you should follow:

1. Identify and open the case to which you want to link a knowledge base article.
2. Use the search functionality within the case to find relevant articles from your organization's knowledge base.
3. Attach the appropriate article(s) to the case, and if needed, use the provided functionality to send these articles directly to the customer's email.

It is essential to post relevant articles, apply best practices, and be aware of any recent changes to the knowledge base content to provide the best support. Regularly update your profile and keep up with useful websites that may enhance your ability to assist customers.