Exercise - Create and maintain knowledge articles

Completed

This exercise works best when you have sample data to use. Dynamics 365 lets you add sample data as needed. If no sample data is installed in the environment that you're working in, follow these steps to install some.

1. Navigate to Power Platform admin center.
2. In the navigation on the left, select Environments and select the environment to add the sample data.
3. Using the command bar at the top, select Settings.
4. Expand Data Management and select Sample Data.
5. Select Install Sample Data.
6. Close the Sample Data page.

Note

This sample data installation can take several minutes.

Learning objectives

At the end of this exercise, you're able to perform the following tasks:

• Create knowledge articles.
• Create article translations.
• Publish articles.

Scenario

You're the knowledge base expert at your company. You've been asked to create a new knowledge base article that instructs users how to install updates on laptops that run Microsoft Windows.

High-level steps

1. Create a new knowledge article.
2. Submit the article for review.
3. Approve the article.
4. Create an article translation.
5. Publish an article.

Detailed steps

Create a new knowledge article and an article translation

1. If necessary, on the main application navigation bar, select the drop-down arrow next to Dynamics 365, and then select Customer Service workspace.

2. From the Home session, select + Plus sign next to Customer Service Agent Dashboard.

3. In the menu, select Knowledge Articles.

4. On the command bar, select New.

5. In the Article Content section, enter the following information:

   • Title: Install Windows Updates
   • Keywords: Windows, Updates, Laptop, PC
   • Description: Instructions on how to install Windows Updates on your laptop.

6. Select and copy the following text:

   Please use the following steps to install Windows Updates

   • On your Windows 10 laptop, select the Start menu.
   • Select the Settings (gear) icon.
   • Select Check for updates.
   • Windows will automatically install any updates.
   • Restart your machine when prompted to do so.

7. In the Content section, select the Paste as Plain Text button.

8. Paste the text that you copied into the text box, and then select OK.

   

9. Format the text so that it looks like the following image.

   

10. Select Save.

11. In the New Process flow at the top of the window, select the Author stage.

12. In the Article Subject field, select Query > Information.

13. Set the Mark for Review field to Complete.

14. Select Next Stage.

15. In the Review stage, select Approve.

16. Select Ok to finish the approval.

17. Close the dialog box.

18. On the command bar, select Translate.

    Note

    If you don't see the Translate button, select the More commands (vertical ellipsis) on the right of the command bar.

19. Select Spanish-Spain as the language.

20. Select Create.

21. On the Leave this Page? screen, select OK.

22. Select and copy the following text:

    Por favor, saga los siguientes pasos para installs las actualizaciones de Windows

    • En su computadora portátil con Windows 10, haga clic en el menú Inicio.
    • Haga clic en el icono de configuración (engranaje).
    • Haga clic en Buscar actualizaciones.
    • Windows instalará automáticamente cualquier actualización.
    • Reinicie su máquina cuando se le solicite hacerlo.

23. In the Content section, select the Paste as Plain Text button.

24. Paste the text that you copied into the text box, and then select OK.

25. Format the text so that it looks like the following image.

    

26. Select Save.

27. On the command bar, select Approve.

28. In the Confirm Approve article dialog box, select OK.

29. In the tabs above the command bar, select X to close the Spanish version of the Install Windows Updates article. You should now be back on the English version of the article

30. On the command bar, select Publish.

31. Define the publishing settings as shown here:

    • Publish: Now
    • Published status: Published
    • Expiration Date: One month from the current date
    • Expiration State: Expired
    • Expiration Status: Expired
    • Publish approved related translations with article: Yes

32. Select Publish.

Test the article

1. With the Install Windows Updates article still open, select the + Plus sign next to Install Windows Updates.
2. In the menu, select Knowledge Search.
3. In the Search Articles field, enter Windows Updates, and press Enter.
4. The Install Windows Updates article you created displays in the search results.