Create knowledge management solutions in Dynamics 365 Customer Service

Business User
Functional Consultant
Dynamics 365
Customer Service

This module will focus on building knowledge management solutions by using Microsoft Dynamics 365. It provides an overview of the different knowledge management options that are available, and includes information about defining knowledge articles, managing article versions, and publishing articles.

Learning objectives

In this module, you will:

  • Identify scenarios where knowledge articles can be used
  • Create and define knowledge articles in Dynamics 365
  • Manage the knowledge article lifecycle
  • Control article version, translation, and publishing options


The target audience should have a basic understanding of how to move around the Dynamics 365 application and a working knowledge of the core records that are available. Familiarity with creating and managing cases in Dynamics 365 is also helpful.