Knowledge article recommendations

Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Note

These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review Summary of what’s new. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy). For detailed information about our products, visit the Dynamics 365 documentation.

For any customer service organization, knowledge management is vital for improved customer experience and agent productivity. This feature leverages Relevance search to provide knowledge article recommendations based on related entities’ data. This gives agents faster access to relevant and contextual knowledge articles, helping them resolve cases quickly.

The following screenshot shows knowledge article recommendations in Dynamics 365 for Customer Service: