Introduction
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 an agent is working on a case that's related to a specific product that's overheating, they should be able to access content that's related to this issue. The more simplistic the agent's tasks are for locating information, the quicker they'll be able to access that content.
Microsoft Dynamics 365 Customer Service provides various features that help you simplify how agents 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 agents to personalize the filters they use.
Federated knowledge search - Allows additional 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.
AI-suggested keywords - Uses Artificial Intelligence (AI) to analyze the content in an article being created, and provide the author with suggestions for article keywords and descriptions. This helps authors ensure they are using the right keywords and descriptions in their articles, which will make them easier for users to locate when searching.
The remaining units in this module will examine how to set up the many different searching and filtering capabilities that are available in Dynamics 365 Customer Service.
For more information, see Create and manage knowledge articles - Knowledge management process.