Knowledge management articles to enhance technician productivity
Important
This content is archived and is not being updated. For the latest documentation, go to New and upcoming features in Field Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Feb 1, 2021 |
Apr 1, 2021 |
Business value
By embedding knowledge management into field service processes, technicians can reliably resolve work orders and install assets the first time. This increases customer satisfaction and reduces cost by avoiding follow-up visits.
Feature details
This new experience will be enabled with the following key features:
- Author and link knowledge articles to work orders, enabling technicians to fix issues and install assets properly the first time.
- Leverage articles online or offline through the new Field Service (Dynamics 365) mobile app.
- Knowledge articles are associated down to the work order through the natural work order creation process as users associate incident types, customer assets, products, or cases without any thought or effort by the user creating the work order, regardless of the process through which the work order was created.