Use knowledge articles to resolve Dynamics 365 Customer Service cases

Business User
Functional Consultant
Dynamics 365
Customer Service

This module will focus on how to use the Knowledge Management capabilities of Dynamics 365 to resolve cases inside Dynamics 365 including how to customize Dynamics 365 entities to consume Knowledge Articles, searching for and linking knowledge Articles, controlling article display options, and using article analytics to drive Knowledge Manage options.

Learning objectives

In this module, you will:

  • 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


Target Audience should have a basic understanding of how to navigate the Dynamics 365 application, as well as 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.