Knowledge management articles to enhance technician productivity


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Enabled for Public preview Early access General availability
Users, automatically - Feb 1, 2021 Apr 1, 2021

Business value

By embedding knowledge management into field service processes, technicians can reliably resolve work orders and install assets the first time. This increases customer satisfaction and reduces cost by avoiding follow-up visits.

Feature details

This new experience will be enabled with the following key features:

  • Author and link knowledge articles to work orders, enabling technicians to fix issues and install assets properly the first time.
  • Leverage articles online or offline through the new Field Service (Dynamics 365) mobile app.
  • Knowledge articles are associated down to the work order through the natural work order creation process as users associate incident types, customer assets, products, or cases without any thought or effort by the user creating the work order, regardless of the process through which the work order was created.

See also

Knowledge management in Dynamics 365 Field Service (docs)