Work with Knowledge Management Solutions in Microsoft Dynamics 365 for Customer Service

Beginner
Functional Consultant
Dynamics 365
Customer Service
Customer Engagement

This learning path focuses on working with Knowledge Management Solutions in Microsoft Dynamics 365 for Customer Service.

Prerequisites:

  • Have a trial subscription to Dynamics 365 for Customer Engagement
  • Basic understanding of how to navigate the Dynamics 365 application
  • Working knowledge of the core records available

Modules in this learning path

Create and design knowledge management solutions in Dynamics 365 for Customer Service

This module will focus on building knowledge management solutions by using Microsoft Dynamics 365. It provides an overview of the different knowledge management options that are available, and includes information about defining knowledge articles, managing article versions, and publishing articles.

Consuming Knowledge Articles for Case Resolutions in Dynamics 365 for Customer Service

This module will focus on how to use the Knowledge Management capabilities of Dynamics 365 to resolve cases inside Dynamics 365 including how to customize Dynamics 365 entities to consume Knowledge Articles, searching for and linking knowledge Articles, controlling article display options, and using article analytics to drive Knowledge Manage options.