Product
Knowledge management in Dynamics 365 Customer Service gives support teams one place to create, review, approve, publish, search and improve help articles for agents and self-service customers.
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2026-07-21 · Video on YouTube
Dynamics 365 Customer Service is Microsoft's intelligent customer support platform that helps organizations deliver fast, personalized, and consistent service across every customer interaction. In this episode of Microsoft Knowledge Nuggets, Mirko Peters…
2025-12-09 · Video on YouTube
You feel the chaos, inbox overflow, tickets vanish, customers rage. In this episode, we show how to tame that chaos with autonomous agents inside Dynamics 365 that standardize email-to-case intake, classify intent, and route every ticket with honest math…
2026-08-18 · Video on YouTube
Support agents waste time hunting through old emails and spreadsheets while customers wait, and different agents give different answers. This episode shows customer service teams how Dynamics 365 Knowledge Management turns scattered know-how into approved…
It is a central place to create, organize, review, search, publish and improve knowledge articles in Dynamics 365 Customer Service, giving agents approved guidance inside their case workflow. · From the episode: Dynamics 365 Knowledge Management - Simply…
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Maintained by Mirko Peters (Microsoft MVP) · Last updated:
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