From the course: Learning Microsoft Dynamics for Customer Service
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Using knowledge search - Dynamics Tutorial
From the course: Learning Microsoft Dynamics for Customer Service
Using knowledge search
- [Instructor] Besides accessing knowledge articles from a case form, Dynamics 365 customer service has a dedicated knowledge search page that customer service reps can utilize to find the knowledge content. Once a customer service rep types a search term in a search box, they will have to hit enter on their keyboard to view the list of results. When a customer service rep clicks on an article, they'll be able to view the full content on the right-side of the screen. In order to access that knowledge search page, you'll have to scroll down a little bit until again, you see that knowledge section on the site map, and you'll see below knowledge articles is the knowledge search page. So I'm going to go ahead and click on that, and you can see that this is not a list of articles, right? This is really where we're going to conduct a search for one or multiple articles. So you can start typing in one or multiple…
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