Work with Knowledge Management Solutions in Dynamics 365 Customer Service

  • Learning Path
  • 3 Modules

At a glance

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

Modules in this learning path

Configure knowledge management in Dynamics 365 Customer Service and Contact Center

A well-configured knowledge base helps agents resolve issues faster, deliver consistent answers, and spend less time searching. This module covers knowledge management configuration in Dynamics 365 Customer Service and Contact Center — from setting up the authoring environment through to extending the knowledge base with external content sources.

Search and filter knowledge articles by using Dynamics 365 Customer Service

This module examines how to set up the many different searching and filtering capabilities that are available in Dynamics 365 Customer Service.

Use knowledge articles to resolve Dynamics 365 Customer Service cases

This module focuses 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.

Start