AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ71

Configure agents and AI capabilities

A company uses Dynamics 365 Customer Service and plans to use internal knowledge sources.

The company must improve case management as follows:

  • Automatically draft new knowledge articles for approval by knowledge managers.
  • Improve the accuracy of articles recommended for resolutions.

You need to configure case management to meet these requirements. Which actions should you perform?

Select
Automatically draft new knowledge articles.
Improve accuracy of recommended articles.
Explanation

The Customer Knowledge Management Agent can generate draft knowledge articles from case information for knowledge-manager review and approval. Configuring knowledge sources specifies the internal content used to ground the knowledge experience, improving the relevance and accuracy of articles recommended for case resolution.

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