MB-230 · Question #189
Drag and Drop Question A company uses Dynamics 365 Customer Service. An administrator is configuring Copilot to help with knowledge search. Agents must be able to display Knowledge articles in the fol
The correct answer is Agent filters; Automated Filters. Explanation: Copilot Knowledge Search Capabilities in Dynamics 365 Customer Service The Two Requirements and Their Answers | Requirement | Correct Capability | |---|---| | Display articles related to only a specific product | Agent filters | | Display articles related to a curren
Question
Drag and Drop Question A company uses Dynamics 365 Customer Service. An administrator is configuring Copilot to help with knowledge search. Agents must be able to display Knowledge articles in the following ways:
- Display articles related to only a specific product.
- Display articles related to a current case and the product related to
the agent's line of business. You need to enable a Copilot capability for each requirement. Which Copilot capability should you enable? To answer, move the appropriate Copilot capabilities to the correct requirements. You may use each Copilot capability once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content. NOTE: Each correct selection is worth one point. Answer:
Exhibit
Answer Area
Drag items
Correct arrangement
- Agent filters
- Automated Filters
Explanation
Explanation: Copilot Knowledge Search Capabilities in Dynamics 365 Customer Service
The Two Requirements and Their Answers
| Requirement | Correct Capability |
|---|---|
| Display articles related to only a specific product | Agent filters |
| Display articles related to a current case + agent's line of business | Automated Filters |
Placement 1: Agent Filters → "Display articles related to only a specific product"
Agent filters are manually controlled by the agent at runtime. The agent explicitly selects a product filter in the Copilot knowledge search pane to narrow results down to articles for that one product.
This fits because the requirement is agent-driven and specific - the agent decides which product to scope, making it a deliberate, manual action. There is no case context involved; the agent simply wants to pin results to one product of their choosing.
Placement 2: Automated Filters → "Display articles related to a current case and the agent's line of business"
Automated Filters work by reading context automatically - they pull data from the active case (e.g., subject, product field) and the agent's profile or queue (line of business) without any manual input. Copilot uses this combined context to pre-filter relevant knowledge articles.
This fits because the requirement involves two sources of dynamic context (case + agent profile) that must be resolved automatically - not something an agent manually selects each time.
Why the Other Options Are Wrong
- Ask a Question rule: This governs how Copilot responds when an agent types a question in the Copilot pane - it's not a filtering/display mechanism for knowledge articles.
- Write an email rule: This controls Copilot's email-drafting behavior - completely unrelated to knowledge article filtering.
Common Misconceptions
- Confusing "Agent filters" with "Automated Filters": The key distinction is who or what applies the filter. Agent = manual human action. Automated = system-driven context.
- Thinking Automated Filters only use case context: They can also incorporate the agent's queue or line of business profile, which is exactly why it satisfies the second (more complex) requirement.
- Assuming "Ask a Question" relates to knowledge search filters: It does interact with knowledge articles (Copilot can surface articles in response to questions), but it is not a filter capability - it's a conversational trigger rule.
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