Draft a knowledge article from a source record

Applies to: Dynamics 365 Customer Service

Note

• The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
• When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
• As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability when you want the assistant to help with draft a knowledge article from a source record from chat.

What it does

Starts the Knowledge Management Agent pipeline to draft a knowledge article from a source record. It never auto-publishes.

Try prompts like

• Draft a knowledge article from this case.
• Create a KB draft from this conversation.
• Harvest an article for this issue.
• Turn this resolved case into a draft article.

What you'll see in chat

The assistant opens a harvest card. It may show processing, a completed draft, or a no-article result when the pipeline finds the topic already covered.

Helpful tips

• Use this when the article should be drafted from an existing case, conversation, or source record.
• Call it once; the widget refreshes while the draft is processing.
• Use draft/edit tools instead when the title and article body are already known.

What happens next

• Review and edit the generated draft.
• Save the draft after editing.
• Publish the article only after explicit confirmation.

Does this change data?

Yes, this can create a draft knowledge article.

What you can do from the app-in-chat component

From the component in chat, you can:

• Review the current result or state.
• Open the related Dynamics 365 record when the component provides a link.
• Continue the workflow with the available component actions.

Prerequisites

This tool requires the following:

• Copilot features to be enabled.

Learn more in Configure knowledge management and Manage Copilot features in Customer Service.

Tool summary

Property	Value
User-facing name	Harvest Knowledge Article from Source Entity
Internal tool name	harvest_knowledge_article
Purpose	Drafts a Knowledge Article from a source case, conversation, or custom entity using the Knowledge Management Agent (KMA) pipeline, which extracts issue, cause, and resolution

Tool behavior

Drafts a Knowledge Article from a source case, conversation, or custom entity using the Knowledge Management Agent (KMA) pipeline, which extracts issue, cause, and resolution. Always creates a DRAFT (never auto-publishes). Returns quickly with a 'processing' status—the widget self-polls and refreshes when the draft is ready. Use after summarize_case_actions to auto-draft an article; use draft_knowledge_article when title and content are already known.

Annotations

Annotation	Value	Meaning
readOnlyHint	false	This tool modifies data.
destructiveHint	false	Updates data but doesn't delete records.
idempotentHint	false	Repeated calls with the same input produce the same result.
openWorldHint	Not set	Uses default (queries Dataverse).

Input concepts

Source record

Input	Description	Required
sourceId	sourceId (GUID, required). The ID of the source case, conversation, or custom entity to harvest from.	Yes

Source entity type

Input	Description	Required
sourceEntityType	sourceEntityType (required). The logical name of the source entity (for example, incident, msdyn_ocliveworkitem).	Yes

Response and UI behavior

This MCP tool is supported by an MCP app.

Response type

Interactive (widget)

Returns quickly with a 'processing' status. The harvest widget self-polls the KMA pipeline and refreshes to show the drafted article when it's ready.

Routing notes

Use harvest_knowledge_article when:

• The user asks to draft an article FROM a source record (case, conversation, entity).
• After summarize_case_actions to auto-populate a KB article from resolution steps.
• When AI-assisted extraction from source data is preferable to manual authoring.

Don't use harvest_knowledge_article when:

• The user has explicit title + content ready—route to draft_knowledge_article.
• The user wants to search for existing articles—route to search_knowledge_articles.

Related tools

Tool	Relationship
draft_knowledge_article	Creates a draft from explicit title + content. Use when content is already known
check_knowledge_gap	Preflight to check for duplicates before harvesting
check_harvest_status	Polls harvest progress if the user asks explicitly
save_knowledge_draft	Saves edits to the harvested draft
publish_knowledge_article	Publishes the draft once ready
discard_knowledge_draft	Abandons the draft

Data mutation classification

Write. Creates a draft Knowledge Article record in Dataverse through the KMA pipeline.