Use knowledge articles to resolve Dynamics 365 Customer Service cases
Intermediate
Business User
Functional Consultant
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.
Learning objectives
In this module, you'll:
- Configure Dynamics 365 Entities for use with Knowledge Management
- Define and control Article display options on entities
- Search for and use Articles to resolve Dynamics 365 cases
- View and manage Knowledge Article Analytics
Prerequisites
Basic understanding of how to navigate the Dynamics 365 application, and a working knowledge of the core records available. Familiarity with creating and managing cases, as well as how to create Knowledge Articles in Dynamics is also helpful.