Work with Knowledge Management Solutions in Dynamics 365 Customer Service

In this module, you will:

• 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

In this module, you will:

• 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

• Knowledge management overview
• Create and define knowledge articles
• Knowledge article lifecycle
• Manage knowledge article versions, categories, and translations
• Knowledge article publication
• Exercise - Create and maintain knowledge articles
• Check your knowledge
• Summary

• Knowledge article and case resolution overview
• Enable and configure entities for Knowledge Search
• Configure article search and display options
• Search for knowledge articles
• Exercise - Resolve Microsoft Dynamics 365 cases by using knowledge articles
• Article analytics
• Check your knowledge
• Summary