Introduction

  • 4 minutes

Creating accurate knowledge is only the first part of a knowledge management solution. Representatives also need relevant, authorized content to appear where they work. If search returns too many unrelated articles, hides an important source, or isn't available on the record being handled, representatives spend more time evaluating information and risk giving inconsistent answers.

Dynamics 365 Customer Service provides connected controls for shaping knowledge discovery. As a functional consultant, you translate service scenarios into configuration decisions across four areas:

  • Internal search behavior determines whether results match any or all search terms and whether representatives see suggestions and recently viewed articles.
  • Filters narrow results by properties such as status, visibility, language, and modified date. Administrators can set defaults and decide whether representatives can personalize them.
  • Service experiences determine which record types support knowledge, which field supplies automatic search context, which article actions are available, and whether knowledge search appears in Copilot Service workspace.
  • Search providers extend discovery beyond native knowledge articles. External providers federate results from supported sources, while integrated providers ingest supported website content into Dataverse.

These controls work together. A broad search mode might improve recall, while well-designed filters help representatives narrow the results. Automatic search can use the subject of a case to provide context, while an experience profile makes the knowledge search pane available to the representatives who need it. Security privileges and source access still determine which content each person can use.

This module focuses on administrator and functional-consultant decisions for configuring and improving discovery. It covers internal search and filters, service-experience availability, external and integrated providers, provider management, and knowledge analytics. Article authoring and lifecycle governance belong to the preceding module, while the representative workflow for applying and sharing articles belongs to the next module.