Introduction

  • 4 minutes

To maximize the effectiveness of any knowledge management solution, users need to be able to find the most appropriate content based on what they're doing. For example, if a service representative is working on a case related to a specific product that is overheating, they should be able to access content that's related to this issue. The more simplistic the representative's tasks are for locating information, the quicker they are able to access that content.

Microsoft Dynamics 365 Customer Service provides various features that help you simplify how Customer Service representatives and customers locate knowledge articles.

Knowledge management administrators can set up the following components:

  • Search filters - Provides users with multiple filtering options such as dates and languages to make locating knowledge articles easier. Based on the needs of your organization, you can even enable the ability for service representatives to personalize the filters they use.

  • External Search Providers - Allows other sources of knowledge content to be returned to uses when searching for knowledge content. These sources could include Microsoft SharePoint site or a different Dynamics 365 organization. The results are displayed along with the results from your Dynamics 365 organization.

  • Integrated search providers – Allows you to add other third party sites as knowledge sources. The articles from those sources are imported into Dynamics 365 as knowledge articles.

  • AI-suggested keywords - Uses Artificial Intelligence (AI) to analyze the content in an article being created and provides the author with suggestions for article keywords and descriptions. These suggestions help authors ensure they're using the right keywords and descriptions in their articles, which makes them easier for users to locate when searching.

The remaining units in this module examine how to set up the many different search and filter capabilities available in Dynamics 365 Customer Service.

For more information, see Create and manage knowledge articles - Knowledge management process.