Configure knowledge management in Dynamics 365 Customer Service and Contact Center
Intermediate
Functional Consultant
Administrator
Dynamics 365
Customer Service
Dynamics 365 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.
Learning objectives
After completing this module, you'll be able to:
- Describe the knowledge management process and configure knowledge management settings and portal integration
- Author and publish knowledge articles using Copilot assistance
- Configure the Customer Knowledge Management Agent to automate article drafting from resolved cases
- Manage article versions, categories, and translations
- Configure internal knowledge search settings for agents in Copilot Service workspace
- Integrate external knowledge sources using external and integrated search providers
Prerequisites
- Basic familiarity with Copilot Service admin center navigation
- Understanding of Dynamics 365 Customer Service or Contact Center agent workspace
- Basic knowledge of Dataverse concepts