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Choose the best response for each of the questions.
While working on a case, you added a phone call activity to log a call you placed to the customer. Where is the phone call activity displayed on the case record?
Business Process Flow
Record Timeline
Related Panel
Which of the following best describes the purpose of knowledge articles in Dynamics 365 Customer Service?
They are used to store customer contact information for future reference.
They are used to track service-level agreements and escalation timelines.
They provide structured content that helps agents and customers find solutions to common issues.
Dynamics 365 Customer Service’s knowledge management capabilities help both customer and employees by providing which of the following?
The ability to create and design rich knowledge.
The ability to schedule the publishing of articles.
The ability for agents to create and then immediately publish articles.
You must answer all questions before checking your work.
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