Exercise - Create and manage knowledge articles
In this exercise, you will learn how to create and manage knowledge articles that can address numerous issues that your customers want to discuss during the Patient Service Center conversation. These knowledge articles will appear in the Productivity pane in Patient Service Center through searching and AI-enabled suggestions.
Task 1: Assign the Knowledge Manager user role
In this task, you will assign the necessary user role to create and view knowledge articles.
If you kept the User Settings page open from the previous exercise, go to that page and then skip to step 7. Otherwise, continue with the following steps.
Go to http://make.powerapps.com, select the gear icon in the upper-right corner, and then select Advanced settings.
A new window should open and direct you to Dynamics 365. If it takes a while to load, reload the page, which will prompt it to load faster.
In Dynamics 365, select Settings > Security.
Under Security, select Users.
Switch the System Views dropdown menu from Omnichannel Users to Enabled Users for the grid view so that your user will show in the list.
While in the Enabled Users list, scroll down to find your user or use the search bar.
Select your user and then select Manage Roles.
Three roles that you can choose for create/read permissions for knowledge articles are:
Customer Service Manager
Customer Service Representative
For this lab, select the Knowledge Manager role.
Ensure that you have the System Administrator role.
Select OK to close the Manage User Roles window and accept changes.
Congratulations, you have assigned the proper roles to create and read knowledge articles.
Task 2: Set up Knowledge Management settings
In this task, you will learn about the Knowledge Management settings that are available.
In http://make.powerapps.com, open the Customer Service Hub app.
In Customer Service Hub, select the Service dropdown menu in the lower-left corner and then change the area to Service Management.
While in the Service Management area, scroll down to the Knowledge Base Management section and select Settings.
In the Settings area, select Record Types, which will allow you to set up the record types that you want to turn on for knowledge management. The grid might take a moment to load.
The list will include all entities that are available for a many-to-many (N:N) relationship.
Knowledge management is enabled for the Case table by default. Because this scenario will also use the Case table, you don't need to add more tables at this time.
In Settings, the Support portal connection area allows you to integrate an external portal for publishing knowledge articles.
Selecting Yes will share the knowledge article as a link in the email that is sent to the customer.
Selecting No will share the article content that is inserted in the email body.
Keep this selection as No because you won't be integrating an external portal connection.
In the Knowledge Articles Feedback section in Settings, keep the Enable users to provide feedback on knowledge articles from search control toggle set to Yes. This setting allows users to provide feedback on knowledge articles that are opened from knowledge search control.
Congratulations, you have successfully reviewed the Knowledge Base Management settings.
Task 3: Create a knowledge article
In this task, you will create a knowledge article.
In Customer Service Hub, scroll to the lower-left corner where you previously modified the dropdown menu. Change the menu from Service Management to Service.
In the site map, go to Service > Knowledge Articles.
Select + New on the command bar.
This selection will direct you to the Content tab of the New Knowledge Article section.
In the Article Content area of the New Knowledge Article section, specify the following details for a knowledge article on asthma and shortness of breath:
Title - Shortness of Breath
Keywords - Asthma, shortness of breath, trouble breathing, albuterol, inhaler
Description - Uncomfortable sensation or awareness of breathing or needing to breathe.
In the Content section under the Article Content area, copy and paste the following content for your knowledge article.
Shortness of breath is not always related to an underlying condition. It might be caused by:
- Aerobic exercise
- Intense physical activity
- High altitude with lower oxygen levels
- Poor cardiovascular fitness
- Being obese
- General weakness
Self-treatment: Self-care steps that might be helpful in some less-serious cases:
- Stop smoking
- Avoid exposure to pollutants, allergens, and environmental toxins
- Lose weight if overweight
- Avoid exertion at elevations
- Take slow, even breaths
- When you breathe out, put your lips together, like slowly blowing out a candle (pursed lip breathing)
See a doctor if you notice:
- Chest pain or pressure
- Inability to function
See a doctor immediately if you notice:
- Fever or a change in the amount, color, or thickness of sputum
- Breathlessness does not go away after resting for 30 minutes
- Swelling in the feet and ankles
- Trouble breathing when you lie flat
- High fever, chills, and cough
- Worsening of pre-existing shortness of breath
The business process flow bar at the top of the form will help you to drive the article toward completion. On the business process bar, select Author. The business step options should display in a pop-up window.
Add the Article Subject as Default Subject, which is the subject of the article to help with searches.
Select the Mark for Review checkbox to show as Completed.
In the Assign Primary Author dropdown list, you can choose a person who is responsible for maintaining the article content. By default, the user who creates the article is the primary author. For this training, keep this person as your user.
Select Next Stage to mark the article as complete and ready for review.
The knowledge article is now in the Review stage of the business process flow and is ready for review.
Congratulations, you have successfully created a knowledge article titled Shortness of Breath and have marked it for review.
Task 4: Review and publish a knowledge article
Typically, to ensure accuracy of the knowledge article, someone else should review and approve it. However, for this training exercise, you will mark the article as reviewed and approved instead. This task also requires the Knowledge Manager role or another role that can approve knowledge articles.
In Customer Service Hub, go to Service > Dashboards and use the System Dashboards dropdown menu to select My Knowledge Dashboard.
Select the Shortness of Breath knowledge article in the My Active Articles stream.
On the business process bar, in the Review stage and in the Review dropdown menu, select Approved.
Select OK when prompted to Confirm approve article.
Select Next Stage to move to the Publish stage.
You should now be in the Publish stage and Status Reason should have changed to Approved.
Congratulations, you have successfully reviewed and approved the knowledge article. Next, you will learn how to publish the knowledge article to be available during Patient Service Center calls.
Task 5: Publish your knowledge article
In this task, you will learn how to publish the knowledge article so that it's live and ready to be used.
In your Shortness of Breath knowledge article, select the Publish stage.
a. For Set Product Associated, select Completed.
b. In the Set Expiration Date field, set the date for one year from now.
c. Select Finish.
After you select Finish, the business process flow will show as Completed.
On the command bar, to go More options (...) > Publish to specify more Publish stage details.
Specify the following details (as shown in the following screenshot):
Publish - Now
Published Status - Published
Expiration State - Published
Expiration Status - Published
Publish approved related translations with Article - Yes
Congratulations, you have successfully reviewed and published the knowledge article. You can view this knowledge article in Patient Service Center when testing the final escalation.
You can accomplish numerous tasks with knowledge articles, and this module mentions only a small portion of capabilities. For more information about knowledge articles, see the following documentation: