Search for knowledge articles (Customer Service Hub)
After the knowledge base is set up, and the Knowledge Base Search control has been added to the appropriate table pages (Customer Service Hub), human agents can start using the control to look for knowledge articles.
Important
If you're working in the Customer Service workspace app the knowledge search control will be in the Productivity Pane.
As human representatives try to resolve issues for customers, they can use the knowledge base to check for potential resolutions to those issues. To access the Knowledge Base Search control, select the Knowledge Base Search button in the Related pane on the Case page.
When the Knowledge Base Search control is loaded, the search field is automatically filled with the title of the current case (or the value of whichever other field was specified for the control). Representatives can override the field value at any time. For example, if the current results don't provide an adequate answer, the representative can enter keywords. The control will look for those keywords in the case title, article keywords, and article content, and return any matches.
By default, the Knowledge Base Search control shows only the published article versions that are in the user's default language. But representatives can select the filter button and change the filter to search draft, approved, or published articles. If the ability to change the language filter was set on the control, they can also select the language to see articles in. The articles that are returned from the search can be sorted by article relevance, number of views, and date of last modification (newest or oldest first).
Important
Articles in other languages will be presented to human representatives only if translated versions of the articles are available in those languages.
For more about creating article translations, see Translate a knowledge article in multiple languages.
A short snippet of each article that's returned will be shown. The following information and options for the article are also shown:
The date when the article was last changed
The number of times that the article has been viewed
The current rating value of the article
An option to link the article to the current case
An option to email the article to a customer (When you email an article, you also link the article to the current case.)
A color-coded icon next to each article indicates whether the article is currently linked to the case. Multiple articles can be linked to a single case.
For example, a customer calls to ask some questions about the average shipment time for orders. While you're on the phone, the customer expresses concern that the order hasn't arrived. In this example, you can link both articles to the case, because both cover topics that you discussed with the customer, and both offer potential solutions to the issue.
When a representative selects the article title in the Knowledge Base Search control, the article is shown in the control and is formatted just like the article. The formatted article will have the same view and rating information. The same actions that are available for the snippet will be available for the article.
Emailing a knowledge article
When a representative chooses to email an article to a customer, Dynamics 365 automatically creates an email that includes the content of the article. The article email window uses the same "what you see is what you get" (WYSIWYG) editor that's used to create articles. The representative can completely edit the content of the article in the email before it's sent.
Search for knowledge articles (Customer Service workspace)
As mentioned previously, when you're working in the Customer Service workspace app, the knowledge search control is in the Productivity Pane on the right side of the application. The functionality provided by the search functionality is like what was described in the Customer Service hub app.
As was the case in Customer Service hub, by default, the Knowledge Base Search control shows only the published article versions that are in the user's default language. But representatives can select the filter button and change the filter to search draft, approved, or published articles. If the ability to change the language filter was set on the control, they can also select the language to see articles in. The articles that are returned from the search can be sorted by article relevance, number of views, and date of last modification (newest or oldest first).
Link article to current case: Links the article to the case that is currently being displayed in the application.
More actions: Provides of list of available actions that can be executed on the article, such as marking it as a favorite and emailing the content.
Stats and feedback: Lets you provide your feedback about the effectiveness of the article and see how many times it has been viewed.