Concept
The organized process by which an organization creates, shares, uses and maintains its knowledge and information; the episode applies it to SharePoint as a company knowledge platform.
| Type | Concept |
|---|---|
| Wikipedia | en.wikipedia.org/wiki/Knowledge_management |
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…
2025-11-03 · Video on YouTube
SharePoint doesn’t fail—organizations do when they treat it like a dumping ground. The result: duplicate “final” files, broken search, and shadow repositories in Teams, OneDrive, and email. This episode breaks down why SharePoint devolves into chaos (no…
2026-08-19 · Video on YouTube
Dynamics 365 Case Management gives customer service teams one central place to manage customer issues from the first contact through resolution. Instead of information being scattered across emails, calls, chats, notes, and separate systems, each customer…
2026-08-18 · Video on YouTube
Customer service agents lose time jumping between inboxes, tabs and notes while customers repeat their story. This Simply Explained episode is for Dynamics 365 users, service leads and admins who want to understand how Copilot Service workspace organizes…
2025-08-14 · Video on YouTube
Viva Topics can surface gold—or noise. Turn AI guesses into trusted answers by triaging topics in week one, curating only what matters, merging duplicates without losing links, and designing rich, action-first topic cards. With the right governance, SMEs, and…
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…
Whether customers use phone, email, chat or self-service, agents work from the same approved information instead of inventing their own answers, which improves productivity and consistency. · From the episode: Dynamics 365 Knowledge Management - Simply…
Organizations treat it as a dumping ground without lifecycle, ownership or metadata. This produces duplicate final files, broken search and shadow repositories, so SharePoint itself is not the cause. · From the episode: Fix SharePoint Knowledge Management
Organizations maintain approved articles with troubleshooting instructions, explanations, screenshots and standard answers, so agents can search for solutions to problems that teams solve repeatedly. · From the episode: Dynamics 365 Case Management - Simply Explained
Sessions and tabs, cases and timelines, omnichannel service, the agent inbox, Smart Assist, knowledge management, agent scripts, macros, quick replies, Copilot, Teams collaboration, routing, SLA management and dashboards. · From the episode: Dynamics 365 Customer Service Workspace …
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Maintained by Mirko Peters (Microsoft MVP) · Last updated:
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