Do not treat this objective as a recognition exercise. Practise explaining and applying 'Configure topics: Configure advanced agent responses with custom knowledge sources' in a new scenario, then check your reasoning against the official source. Source context: Read in English Configure knowledge management in Dynamics 365 Customer Service and Contact Center Module 9 Units Feedback Intermediate Functional Consultant Administrator Dynamics 365 Customer Service Dynamics 365 Contact Center A well-configured knowledge base helps agents resolve issues faster, deliver consistent answers, and spend less time searching. This module covers knowledge management configuration in Dynamics 365 Customer Service and Contact Center — from setting up the authoring environment through to extending the knowledge base with external content sources. Learning objectives After completing this module, you'll be able to: Describe the knowledge management process and configure knowledge management settings and portal integration Author and publish knowledge articles using Copilot assistance Configure the Customer Knowledge Management Agent to automate article drafting from resolved cases Manage article versions, categories, and translations Configure internal knowledge search settings for agents in Copilot Service workspace Integrate external knowledge sources using external and integrated search providers Add Prerequisites Basic familiarity with Copilot Service admin center navigation Understanding of Dynamics 365 Customer Service or Contact Center agent workspace Basic knowledge of Dataverse concepts Introduction min Describe the knowledge management process and configure settings min Author and publish knowledge articles min Configure the Customer Knowledge Management Agent min Manage knowledge article versions, categories, and translations min Configure internal knowledge search min Integrate and search external knowledge sources min Module assessment min Summary min Take the module assessment Module Assessment Results Assess your understanding of this module.
Objective
Configure topics: Configure advanced agent responses with custom knowledge sources