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- Learn to configure knowledge management in Dynamics 365 Customer Service and Contact Center. Set up knowledge tables and settings, author and publish articles with AI assistance, configure internal search, and connect external knowledge sources.
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
- Connect representatives with relevant, trusted knowledge by configuring search experiences, governed content sources, and insights in Dynamics 365 Customer Service.
In this module, you'll:
- Learn about search filters.
- Learn about federated search.
- Learn about AI suggested keywords.
- Learn about knowledge search analytics.
- Help representatives resolve cases with confidence by finding, evaluating, applying, sharing, and improving trusted knowledge in Dynamics 365 Customer Service.
In this module, you'll:
- Configure Dynamics 365 Entities for use with Knowledge Management
- Define and control Article display options on entities
- Search for and use Articles to resolve Dynamics 365 cases
- View and manage Knowledge Article Analytics
