Knowledge management

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Knowledge management plays a vital role in enabling organizations to deliver world-class customer care. Allowing the agents to create rich, high-quality knowledge resources and showing the right knowledge content across engagement modalities (including self service, assisted service, and onsite service), expedites issue resolution and drives customer and agent satisfaction and productivity. As per Gartner, improved contextual knowledge delivery reduces time-to-answer by 20 to 80 percent and can reduce customer service costs by up to 25 percent.

The ability to create, import, and share knowledge bases is a core capability of successful support delivery. With Knowledge management, agents and supervisors can author knowledge articles from templates, add knowledge search providers from multiple sources (SharePoint, Microsoft search, and other Dynamics 365 organizations), and receive AI-triggered knowledge suggestions while helping customers to speed up support delivery.

In 2021 release wave 1, we're investing heavily in knowledge including configuration enhancements and personalization settings, authoring improvements, and expanding federated knowledge search to enable external providers.