Use embedded knowledge search to set up knowledge management

Applies to Dynamics 365 for Customer Engagement apps version 9.x
Applies to Dynamics 365 (online), version 8.x

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

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 CRM Online 2016 Update.

  • Parature knowledgebase. This option is available only for Customer Engagement users.

Important

Usage of Parature knowledgebase as a knowledge management solution for Customer Engagement has been deprecated. For more information, see Important changes coming.

After knowledge management is set up, users will be able to:

  • Search for relevant KB articles right from Dynamics 365 for Customer Engagement as they're working on a record.

  • See the content of the KB article inline, including images and videos.

  • Give timely and consistent information to customers when working on their cases by using actions like opening the article and sharing the information or emailing the article link to customers.

Note

With the Customer Engagement apps version 9.1 release, embedded knowledge search in service management is available in the Customer Service Hub. We recommend that you set up knowledge management using embedded knowledge search in the new experience.

Set up knowledge management (Customer Service Hub)

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

  1. In the Customer Service Hub sitemap, go to Service Management and select Knowledge Base Management > Embedded Knowledge Search.

  2. In the Knowledge Base Management Settings wizard, in Record Types, select the record types you want to turn on knowledge management for. The list will include all entities that are available for an N:N relationship. Knowledge management is enabled for case entity by default.

  3. In the Support Portal Connection section, enter the following:

    • Use an external portal. You can integrate an external portal for publishing knowledge articles. If your organization uses one, select this check box.

      Select Yes to share the knowledge article as a link in the email sent to the customer. Select No to share the article content inserted in the email body. If you choose Yes, provide the URL format.

    • URL Format. Type the portal URL that will be used to create 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 an actual knowledge article number.

  4. Select Save.

Set up knowledge management (Customer Service app)

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

  2. go to Settings > Service Management

  3. Under Knowledge Base Management, select Embedded Knowledge Search.

  4. In the Knowledge Base Management Settings wizard, in Record Types, select the record types you want to turn on knowledge management for. The list will include all entities that are available for an N:N relationship. Knowledge management is enabled for case entity by default.

  5. Under Knowledge Source, in the Knowledge Solution field, select the Customer Engagement native knowledge solution.

  6. In the Support Portal Connection section, enter the following:

    • Use an external portal. You can integrate an external portal for publishing knowledge articles. If your organization uses one, select this check box.

      Select Yes to share the knowledge article as a link in the email sent to the customer. Select No to share the article content inserted in the email body. If you choose Yes, provide the URL format.

    • URL Format. Type the portal URL that will be used to create 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 an actual knowledge article number.

  7. Select Next.

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

See also

Add the Knowledge Base Search control to a Dynamics 365 for Customer Engagement form