Microsoft knowledge article

Feedback will be sent to Microsoft: By pressing the submit button, your feedback will be used to improve Microsoft products and services. Privacy policy. Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer service. For more information, see the Dynamics Customer Service pricing overview and Dynamics Customer Service pricing plan pages.

Knowledge management plays an important part in the customer service process, and access to accurate and up-to-date information can help you reduce the average handling time to provide quick and accurate answers to your customers. Omnichannel for Customer Service enables you to use the rich knowledge base so that you can quickly search for relevant information while working on a case and provide accurate answers to customers without having to switch applications. In Omnichannel for Customer Service, when you are engaged in a conversation with a customer, you can use the Knowledge pane to search for knowledge articles and refer to them.

Select an article title to view it in an application tab. You can view up to 10 articles in the application tab. With the help of text and visual filters, you can filter the knowledge articles.

When configured, you can link an article to case. You can associate and dissociate the knowledge article with a record. By default, the articles aren't linked to the case. When you select to link the article to the case, the link icon changes, and Linked to Case is displayed for the article.

You can also share the knowledge article link or knowledge article content through mail by selecting the ellipsis next to an article.

Add other information as needed, and then on the command bar, select Send. Also, you can perform these actions for only published or expired articles. The knowledge base search is enabled to use the relevance search mechanism in the knowledge base search control area. More information: How relevance search works. The relevance search mechanism uses Azure search service to index and search records.

Relevance search provides improved search functionality, such as better relevance, highlighted search keyword text, and search within attachments and notes.

With relevance search, you can also configure search fields in the knowledge article entity. More information: Configure searchable fields for Relevance Search. To enable relevance search for knowledge article entity, see Enable relevance search and Select entities for Relevance Search.

If relevance search is not enabled for the entity, standard full-text search is used. For more information, see Understand knowledge base search mechanisms. Simultaneously, an email form opens with the link to the article. The article content is populated in the email body. The fields are automatically populated based on the case and customer details. Add other information as needed, and then on the command bar, select Send. Select an article title to see its full content rendered in the same control.

The article opens inline, and you can scroll to read the complete article. However, if you see an error while trying to open an article, it might be because the link types used in the article aren't a part of the origins allow list. The error message "Update your origins allow list if any iframe in the article doesn't work or displays error" will also appear. You must contact your administrator to update your origins allow list. More information: Configure the origins allow list for knowledge articles.

In this view mode, you can perform actions such as linking the knowledge article to a record or emailing the knowledge article to a customer.

To learn more about sending the knowledge articles via email, go to Email the knowledge article. Select the Copy Link button to copy the external URL of the article so you can share it with your customers over channels like chat or email. If you use a browser other than Internet Explorer, this option isn't available. The Copy Link and Email Link options are available only if your organization is using an external portal to publish the knowledge articles and your administrator selected the Use an external portal checkbox during embedded knowledge search setup.

More information: Use embedded knowledge search to set up knowledge management. As a customer service agent, to view the most relevant results, you can have knowledge articles automatically filtered based on the case data.

This helps with identifying the most relevant articles so that you can resolve customer queries quickly and accurately. You can also disable the auto-filter results and search the entire knowledge base. An administrator or system customizer must configure this option for you. More information: Configure automatic filtering. Search knowledge articles from the case related section.

More information: Search for knowledge articles in the Customer Service Hub. If you want to disable the automatic filtering option and search the entire knowledge base for articles, deselect Auto-filter results.

Your administrator or system customizer must enable Users can turn off automatic filtering option in order for you to see the Auto-filter results option. If the Users can turn off automatic filtering option is not enabled, you'll always see the auto-filtered results. In the following illustration, the case subject is Xbox. If automatic filtering is configured on case subject, with the Auto filter results checkbox selected, only those knowledge articles whose subject is Xbox are displayed.

Other articles are automatically filtered out, as shown in the following image. However, if the Auto-filter results checkbox isn't selected, you can see more articles that aren't related to the subject. These are the results from the entire knowledge base. If your administrator has configured the ability for you to search for files, documents, or articles from data sources outside of your current Dynamics organization, you can view those results by selecting the provider from the drop-down list under Knowledge.

For more information on setting up search providers, see Set up a search provider in Customer Service Hub. As a customer service agent, you can easily provide feedback on knowledge articles with the help of knowledge article rating in the Customer Service Hub.

Knowledge article rating lets you provide feedback on knowledge articles within the context of case resolution. Knowledge managers can capture and review the feedback on the articles to improve and maintain a healthy knowledge base.

When you are working on a case and refer to an article from the Knowledge Base Search control, you'll be presented with an option to rate whether the article is helpful and provides relevant information to assist customers quickly. You can provide your feedback on the article, whether it is helpful or not, by selecting the Thumbs up or Thumbs down button.

If the article is not helpful, you can also provide your comments in the comment box on how the article can be improved. The comment box is displayed when you select Thumbs down. To set up the feedback control, see Set up knowledge management Customer Service Hub. Add the Knowledge Base Search control to forms. Create and manage knowledge articles. Understand knowledge base search mechanisms.