From the course: Learning Microsoft Dynamics for Customer Service
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Managing knowledge articles - Dynamics Tutorial
From the course: Learning Microsoft Dynamics for Customer Service
Managing knowledge articles
- [Instructor] A knowledge article is documentation that answers questions or provides instructions for solving common issues that internal or external customers might experience. Good examples of a knowledge article is a step-by-step guide that explains what customers need to do when an item they purchased arrived damaged or answers to HR questions that an employee might have. For example, how many vacation days they receive annually. Knowledge articles are usually written by employees of the customer service organization, after which a knowledge manager will review and approve or reject the article. Once an article is approved, it then becomes available to the customer service team. The collection of knowledge articles is called a knowledge base, and the knowledge base is used by the customer service team to resolve cases in Dynamics 365 quicker. Keep in mind that knowledge management will need to be enabled and configured…
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