Microsoft
MB-910 · Question #230
A company implements Dynamics 365 Customer Service for their support desk. Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing…
The correct answer is C. Knowledge base management. Knowledge management plays a vital role in delivering world-class customer care. With knowledge management, team members in an organization can author, categorize, deliver, analyze, and share information through a knowledge base…
Submitted by yuriko_h· Apr 18, 2026Describe Dynamics 365 Customer Service
Question
A company implements Dynamics 365 Customer Service for their support desk. Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent. You need to implement a solution to improve consistency of answers and ensure that agents can share their answers. What should you implement?
Options
- APower Automate to transfer cases
- BService level agreements
- CKnowledge base management
How the community answered
(41 responses)- A20% (8)
- B10% (4)
- C71% (29)
Explanation
Knowledge management plays a vital role in delivering world-class customer care. With knowledge management, team members in an organization can author, categorize, deliver, analyze, and share information through a knowledge base. https://learn.microsoft.com/en-us/dynamics365/customer-service/use/overview-knowledge-
Topics
#Knowledge base#Customer Service#Agent productivity#Resolution time
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