Business
Sales
Microsoft Dynamics

Work with Knowledge Management Solutions in Dynamics 365 Customer Service

Created By
Microsoft via Microsoft Learn
  • 0
  • 2 hours worth of material
  • Microsoft Learn
  • English
Work with Knowledge Management Solutions in Dynamics 365 Customer Service

Course Overview

  • Module 1: Learn how to design and create knowledge management solutions.

    • In this module, you will:

    • Identify scenarios where knowledge articles can be used
    • Create and define knowledge articles in Dynamics 365
    • Manage the knowledge article lifecycle
    • Control article version, translation, and publishing options
  • Module 2: Learn how to use knowledge articles to manage cases in Dynamics 365 Customer Service.

    • In this module, you will:

    • Configure Dynamics 365 Entities for use with Knowledge Management
    • Define and control Article display options on entities
    • Search for and use Articles to resolve Dynamics 365 cases
    • View and manage Knowledge Article Analytics

Course Circullum

  • Module 1: Create knowledge management solutions in Dynamics 365 Customer Service
    • Knowledge management overview
    • Create and define knowledge articles
    • Knowledge article lifecycle
    • Manage knowledge article versions, categories, and translations
    • Knowledge article publication
    • Exercise - Create and maintain knowledge articles
    • Check your knowledge
    • Summary
  • Module 2: Use knowledge articles to resolve Dynamics 365 Customer Service cases
    • Knowledge article and case resolution overview
    • Enable and configure entities for Knowledge Search
    • Configure article search and display options
    • Search for knowledge articles
    • Exercise - Resolve Microsoft Dynamics 365 cases by using knowledge articles
    • Article analytics
    • Check your knowledge
    • Summary

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This Course Include:
  • Module 1: Create knowledge management solutions in Dynamics 365 Customer Service
    • Knowledge management overview
    • Create and define knowledge articles
    • Knowledge article lifecycle
    • Manage knowledge article versions, categories, and translations
    • Knowledge article publication
    • Exercise - Create and maintain knowledge articles
    • Check your knowledge
    • Summary
  • Module 2: Use knowledge articles to resolve Dynamics 365 Customer Service cases
    • Knowledge article and case resolution overview
    • Enable and configure entities for Knowledge Search
    • Configure article search and display options
    • Search for knowledge articles
    • Exercise - Resolve Microsoft Dynamics 365 cases by using knowledge articles
    • Article analytics
    • Check your knowledge
    • Summary
  • Provider:Microsoft Learn
  • Certificate:Not Avalible
  • Language:English
  • Duration:2 hours worth of material
  • Language CC:

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