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MSD CRM Updates

Microsoft D365 Knowledge Management

A comprehensive Microsoft D365 Knowledge Management base is a key to increased customer satisfaction and improved the productivity of users. Give users fast access to the knowledge base by setting up knowledge management in Dynamics 365 for Customer Engagement.

MS Dynamics 365 for Customer Engagement supports two knowledge management solutions that you can choose from:

  • Native Customer Engagement knowledge management. This option is available for Customer Engagement users. For Dynamics 365 for Customer Engagement organizations, the native Customer Engagement knowledge solution is only available if you’ve updated to the CRM Online 2016 Update.
  • Parature knowledge base. This option is available only for Customer Engagement users.

After Microsoft D365 Knowledge Management is set up, users will be able to:

  • Search for relevant KB articles right from the Dynamics 365 for Customer Engagement as they’re working on a record.
  • See the content of the KB article inline, including the images and videos.
  • Give timely and consistent information to the customers when working on their cases by using actions like opening the article and sharing the information or emailing the article link to customers.

Microsoft D365 Knowledge Management for Customer Service Hub

Make sure that you have the System Administrator or the System Customizer security role or equivalent permissions. You also are the tenant administrator of Office 365.

Customer Service Hub

Customer Service Hub

  • In the Customer Service Hub sitemap, go to the Service Management and select Knowledge Base Management > Embedded Knowledge Search.
  • In the Knowledge Base Management Settings wizard, in the Record Types, select the record types you want to turn on knowledge management for. The list will include all the entities that are available for an N: N relationship. Knowledge management is enabled for the case entity by default.
  • In the Support Portal Connection section, enter the following:
  1. Use an external portal. You can integrate an external portal for publishing the knowledge articles. If your organization uses one, click this checkbox.
  2. URL Format. Type the portal URL that will be used to create the external (public-facing) portal links for knowledge articles, which the service agents can share with the customers. The external URL is created in the following format: http://<support portal URL>/kb/{kbnum}

The placeholder “{kbnum}” is replaced by the actual knowledge article number.

  • Select Save.

Microsoft D365 Knowledge Management for Customer Service App

Make sure that you have the System Administrator or the System Customizer security role or equivalent permissions. You also are the tenant administrator of Office 365.

Customer Service App

Customer Service App

  • Go to Settings > Service Management.
  • Under Knowledge Base Management, select Embedded Knowledge Search.
  • In the Knowledge Base Management Settings wizard, in Record Types, select the record types you want to turn on Microsoft Dynamics 365 Knowledge Management for. The list will include all the entities that are available for an N: N relationship. Knowledge management is enabled for the case entity by default.
  • Under the Knowledge Source, in the Knowledge Solution field, select the Customer Engagement native knowledge solution.
  • In the Support Portal Connection section, enter the following:
  1. Use an external portal. You can integrate an external portal for publishing the knowledge articles. If your organization uses one, click this checkbox.
  2. URL Format. Type the portal URL that will be used to create external (public-facing) portal links for the knowledge articles, which the service agents can share with the customers. The external URL is created in the following format: http://<support portal URL>/kb/{kbnum}

The placeholder “{kbnum}” is replaced by the actual knowledge article number.

  • Select Next.
  • If you’ve specified the details correctly, the page shows the connection details for the Customer Engagement. Select Finish to complete the setup.

Knowledge Base Search Mechanisms

Setting up the knowledge base is the key to increased customer satisfaction and improved productivity. A knowledge base is created to support the customer service reps with solutions to the most common issues so that they can assist customers quickly.

Use this topic to understand how various search mechanisms work in a knowledge base, and how a customer service rep can view the accurate search results based on the client, application, or the keyword they use to search the knowledge base.

See the following section to learn the types of search mechanisms that are available:

1. Understand Search Mechanisms
  • Full-text search: Lets you run the full-text queries against character-based data in SQL Server tables.
  • Relevance search: Lets you search across the multiple pre-defined entities and returns result sorted by relevance.
2. Search the Knowledge Base

You can search the knowledge base from the following areas in the Customer Service Hub app:

  • Knowledge base search control. In the app, select a case by navigating to the Service > Cases. In the Related section (also known as Reference panel), select Knowledge Base Search and search for knowledge articles using the keywords in the search box.
Microsoft Dynamics 365 Knowledge Management

Knowledge Base Search

  • Quick find in Grids. In the app, go to the Service > Knowledge Articles, and select the search box to search the knowledge base using keywords.
Active Articles

Active Articles

  • Global search. Select the Search icon on the navigation bar to do a global search for the knowledge base articles. Global search lets you use the Categorized search or Relevance search.
Search

Search

With each of the previous search areas, search results might vary based on the underlying search mechanism used:

Version Search areas Search mechanism
December 2016 Update for Microsoft Dynamics 365 for Customer Engagement (online)
&
December 2016 Service Pack for Microsoft Dynamics 365 for Customer Engagement (on-premises)
– KB search control
– Quick find in Grids
Full-text search
– Global search Categorized search
Dynamics 365 for Customer Engagement apps version 9.0 – KB search control Relevance search or the Full-text search (based on what you configure)
– Quick find in Grids Full-text search
– Global search Relevance search or the Categorized search (based on what you configure)

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