Work with Knowledge Management Solutions in Dynamics 365 Customer Service
Important
Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.
This learning path focuses on working with Knowledge Management Solutions in Microsoft Dynamics 365 Customer Service.
Prerequisites
- Have a trial subscription to Dynamics 365 for Customer Engagement
- Basic understanding of how to navigate the Dynamics 365 application
- Working knowledge of the core records available
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Modules in this learning path
Important
Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.
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.
Important
Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.
This module examines how to set up the many different searching and filtering capabilities that are available in Dynamics 365 Customer Service.
Important
Power Virtual Agents capabilities and features are now part of Microsoft Copilot Studio following significant investments in generative AI and enhanced integrations across Microsoft Copilot.
Some articles and screenshots may refer to Power Virtual Agents while we update documentation and training content.
This module will focus on how to use the Knowledge Management capabilities of Dynamics 365 to resolve cases inside Dynamics 365 including how to customize Dynamics 365 entities to consume Knowledge Articles, searching for and linking knowledge Articles, controlling article display options, and using article analytics to drive Knowledge Manage options.