From the course: Learning Microsoft Dynamics for Customer Service
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Using knowledge articles with cases - Dynamics Tutorial
From the course: Learning Microsoft Dynamics for Customer Service
Using knowledge articles with cases
- [Instructor] Cases in Dynamics 365 can be configured to embed relevant knowledge articles on the case form. With this functionality enabled, customer service reps can search, and view knowledge articles without having to leave the case form. When a customer service rep views an article, these views are registered in the back-end, and allows organizations to keep track of the usage and relevance of articles. If an article provides a possible solution for a case, customer service reps can email the case to the customer or link it to the case directly from the form. This allows other customer service reps to review similar cases in their solutions. Let's open the damaged products case so we can take a look to see what that embedded experience looks like. Now on the right side on the screen, you can see three different icons. One of them is the recent cases. We also have knowledge and we have similar cases.…
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