Work with knowledge management in Dynamics 365 Customer Service
At a glance
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Create a trusted knowledge foundation for representatives and AI-assisted service. Configure knowledge management, author and govern articles, connect internal and external knowledge sources, improve search and filtering, and use relevant articles to resolve cases consistently.
Prerequisites
- Basic understanding of Dynamics 365 Customer Service
- Familiarity with cases and Copilot Service workspace
- Access to a Dynamics 365 Customer Service trial or licensed environment
Achievement Code
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Modules in this learning path
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.
Turn knowledge into faster, more consistent service. Configure discovery experiences that surface relevant answers from governed internal and external sources, then use analytics to remove search friction and close knowledge gaps in Dynamics 365 Customer Service.
Turn trusted knowledge into confident customer resolutions. Learn how representatives find the right guidance in the flow of work, evaluate it critically, share it appropriately, and turn frontline insight into a stronger knowledge base.