MB-910 · Question #16
A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons. Temporary employees take much longer to resolve…
The correct answer is A. Knowledge base with Relevance search C. Case management with Related Similar cases. To help temporary employees who are unfamiliar with resolutions find answers quickly: (A) Knowledge base with Relevance search lets agents search for and surface relevant knowledge articles directly from within a case, dramatically speeding up time-to-resolution. (C) Case…
Question
Options
- AKnowledge base with Relevance search
- BParent and Child case settings
- CCase management with Related Similar cases
- DRouting rule sets
How the community answered
(50 responses)- A76% (38)
- B16% (8)
- D8% (4)
Explanation
To help temporary employees who are unfamiliar with resolutions find answers quickly: (A) Knowledge base with Relevance search lets agents search for and surface relevant knowledge articles directly from within a case, dramatically speeding up time-to-resolution. (C) Case management with Related Similar cases surfaces previously resolved cases with similar symptoms, allowing agents to replicate successful resolutions without starting from scratch. Parent and Child case settings (B) manage case hierarchies for escalation or splitting - they do not surface resolution content. Routing rule sets (D) direct cases to the appropriate queue or agent but do not help an assigned agent find answers.
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