MB-230 · Question #169
You are setting up knowledge management in Dynamics 365 Customer Service. Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base…
The correct answer is A. In the site map, select Insights in Operations. The Insights page appears. B. In the Knowledge analytics section, select Manage. The Knowledge analytics page is. Dynamics 365 Customer Service, Manage knowledge analytics The Knowledge analytics dashboard is designed to provide your supervisors and knowledge workers with valuable insights into how your support agents are searching and using knowledge Configure Search term insights…
Question
You are setting up knowledge management in Dynamics 365 Customer Service. Management wants to view the statistics on which keywords are searched the most by agents when they use the knowledge base. You need to ensure that management can view the top search words. Which two steps should you configure? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
Options
- AIn the site map, select Insights in Operations. The Insights page appears.
- BIn the Knowledge analytics section, select Manage. The Knowledge analytics page is
- CAdd Knowledge Suggestion Section Control.
- DEnable historical analytics.
- EEnable knowledge article suggestions.
How the community answered
(28 responses)- A82% (23)
- D7% (2)
- E11% (3)
Explanation
Dynamics 365 Customer Service, Manage knowledge analytics The Knowledge analytics dashboard is designed to provide your supervisors and knowledge workers with valuable insights into how your support agents are searching and using knowledge Configure Search term insights dashboard 1. Go to one of the apps, and perform the following steps. 2. In the Additional features section, select the Add knowledge search analytics checkbox. 3. Select Save or Save and Close. Not D: You can configure Customer Service historical analytics to give your service managers a combination of BI analytics and AI insights for their organization. The reports use natural language understanding to automatically detect the language used in your support cases and group related support cases into topics. https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-knowledge-
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