Exercise - Create knowledge articles for Dynamics 365 Customer Service

  • 30 minutes

Contoso Insurance wants to make it easy for agents to search for potential resolutions to cases by providing agents with a knowledge repository of resolutions to specific problems. Different home and auto policies have had various questions and past issues related to them. For this reason, a large amount of knowledge exists on how to resolve these issues. You've been asked to create two knowledge articles that provide troubleshooting steps for both products.

Specification

You'll need to create two Knowledge Articles:

  • Home policy claims instruction:
    • Submission steps
      • Download the file a claim app
      • Select, Start a new home policy claim
      • Take ten pictures of damaged area
      • Upload pictures using the claims app
      • Provide a brief description of the damage
      • Select a scheduling window for an adjuster to come
  • Auto policy claims instructions
    • Submission steps
      • Download the file a claim app
      • Select, Start a new home policy claim
      • Take five pictures of damaged area
      • Upload pictures using the claims app
      • Provide a brief description of the damage
      • Select a scheduling window for an adjuster to come

You can format the text in the articles as you want. Additionally, for each article, you should do the following steps:

  • Create at least one Article translation of the Article in a different language
  • Publish each article

Check your work

To validate that you've completed the work to the requirements, test your flow behavior out by following these steps.

  1. In the Customer Service workspace UI, Create a new Case Record. Name the home policy claim.
  2. If necessary, open the Case and use the Productivity Pane to Identify find the appropriate article. And, attach it to the case.