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- Learn how to design and create knowledge management solutions.
In this module, you'll:
- Identify scenarios where knowledge articles can be used
- Create and define knowledge articles in Dynamics 365
- Manage the knowledge article lifecycle
- Control article version, translation, and publishing options
- Learn how to search and filter knowledge articles by using 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.
- Learn how to use knowledge articles to manage cases 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
