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.

Screenshot of Knowledge article suggestions in the Productivity pane in Patient Service Center.

Task 1: Assign the Knowledge Manager user role

In this task, you will assign the necessary user role to create and view knowledge articles.

  1. 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.

  2. Go to http://make.powerapps.com, select the gear icon in the upper-right corner, and then select Advanced settings.

    Screenshot of the Settings menu with the Advanced settings option selected.

    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.

  3. In Dynamics 365, select Settings > Security.

    Screenshot of the Settings menu in Dynamics 365, showing the Security option highlighted.

  4. Under Security, select Users.

    Screenshot of the Users section and description of actions that are available in the section.

  5. 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.

    Screenshot of the Omnichannel Users menu with the Enabled Users option selected.

  6. While in the Enabled Users list, scroll down to find your user or use the search bar.

    Screenshot of the Enabled Users view, showing a list of users.

  7. Select your user and then select Manage Roles.

    Screenshot of Search Results with the Manage Roles option selected in the top navigation bar.

  8. Three roles that you can choose for create/read permissions for knowledge articles are:

    • Knowledge Manager

    • Customer Service Manager

    • Customer Service Representative

    For this lab, select the Knowledge Manager role.

    Screenshot of the Manage User Roles menu with the Knowledge Manager role selected.

  9. Ensure that you have the System Administrator role.

    Screenshot of the Manage User Roles menu with the System Administrator role selected.

  10. 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.

  1. In http://make.powerapps.com, open the Customer Service Hub app.

    Screenshot of the Power Apps list with the Customer Service Hub app selected.

  2. In Customer Service Hub, select the Service dropdown menu in the lower-left corner and then change the area to Service Management.

    Screenshot of the Service dropdown menu, showing Service Management selected under Change area.

  3. While in the Service Management area, scroll down to the Knowledge Base Management section and select Settings.

    Screenshot of the Knowledge Base Management section with the Settings option selected.

  4. 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.

    Screenshot of Record Types for knowledge management, showing the Available list and Case and Contact shown in the Selected section.

  5. 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.

    Screenshot of the Support portal connection section with the Use an external portal toggle switch set to No.

  6. 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.

    Screenshot of the Knowledge articles feedback section with the Enable feedback toggle set to Yes.

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.

  1. 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.

    Screenshot of the Change area dropdown menu, showing Service Management being changed to Service.

  2. In the site map, go to Service > Knowledge Articles.

    Screenshot of Service > Knowledge Articles selected in the site map.

  3. Select + New on the command bar.

    Screenshot of the +New button on the command bar selected in the Knowledge Articles section.

    This selection will direct you to the Content tab of the New Knowledge Article section.

    Screenshot of the Content tab of the New Knowledge Article section.

  4. 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.

      Screenshot of the New Knowledge Article with Title, Keywords, and Description fields completed.

  5. In the Content section under the Article Content area, copy and paste the following content for your knowledge article.

    Common causes

    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
    • Anxiety
    • 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
    • Wheezing
    • Worsening of pre-existing shortness of breath
  6. Select Save.

    Screenshot of the Save button on the command bar for the new knowledge article.

  7. 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.

    Screenshot of Author stage selected in the business process flow with keyword, subject, author, and review information.

  8. Add the Article Subject as Default Subject, which is the subject of the article to help with searches.

  9. Select the Mark for Review checkbox to show as Completed.

  10. 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.

  11. Select Next Stage to mark the article as complete and ready for review.

    Screenshot of the Author stage with the Set Keywords, Article Subject, Assign Primary Author, and Mark for Review fields completed.

The knowledge article is now in the Review stage of the business process flow and is ready for review.

Screenshot of the Review stage selected in the business process flow.

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.

  1. In Customer Service Hub, go to Service > Dashboards and use the System Dashboards dropdown menu to select My Knowledge Dashboard.

    Screenshot of the My Knowledge Dashboard option selected in System Dashboards.

  2. Select the Shortness of Breath knowledge article in the My Active Articles stream.

    Screenshot of the Shortness of Breath article displayed in the My Active Articles stream in My Knowledge Dashboard.

  3. On the business process bar, in the Review stage and in the Review dropdown menu, select Approved.

    Screenshot of the business process flow with the Review dropdown menu showing the Approved option selected.

  4. Select OK when prompted to Confirm approve article.

    Screenshot of the OK button to confirm approval of the article.

  5. Select Next Stage to move to the Publish stage.

    Screenshot of the Next Stage button highlighted under the Review field in the business process flow.

You should now be in the Publish stage and Status Reason should have changed to Approved.

Screenshot of the Publish stage highlighted and Status Reason in the upper-right corner showing as 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.

  1. 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.

    Screenshot of fields filled in for the Publish stage of the knowledge article.

  2. After you select Finish, the business process flow will show as Completed.

    Screenshot of the business process flow showing the Completed flag after you select Finish.

  3. On the command bar, to go More options (...) > Publish to specify more Publish stage details.

    Screenshot of the More options menu expanded on the command bar and the Publish option highlighted.

  4. 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

  5. Select Publish.

    Screenshot of the Publish dialog, showing details filled out and the Publish button highlighted.

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:

Knowledge Management

Knowledge Articles

Create and manage knowledge articles

Search and share knowledge articles