Work with Knowledge Management Solutions in Dynamics 365 Customer Service
- Offered byMicrosoft
Work with Knowledge Management Solutions in Dynamics 365 Customer Service at Microsoft Overview
Duration | 2 hours |
Start from | Start Now |
Total fee | Free |
Mode of learning | Online |
Schedule type | Self paced |
Difficulty level | Beginner |
Official Website | Explore Free Course  |
Credential | Certificate |
Work with Knowledge Management Solutions in Dynamics 365 Customer Service at Microsoft Course details
- Create knowledge management solutions in Dynamics 365 Customer Service
- Search and filter knowledge articles by using Dynamics 365 Customer Service
- Use knowledge articles to resolve Dynamics 365 Customer Service cases
- This learning path focuses on working with Knowledge Management Solutions in Microsoft Dynamics 365 Customer Service
- This learning path helps prepare you for Exam MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
- This course will focus on building knowledge management solutions by using Microsoft Dynamics 365
- It provides an overview of the different knowledge management options that are available, and includes information about defining knowledge articles, managing article versions, and publishing articles
- This course examines how to set up the many different searching and filtering capabilities that are available in Dynamics 365 Customer Service
Work with Knowledge Management Solutions in Dynamics 365 Customer Service at Microsoft Curriculum
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
Search and filter knowledge articles by using Dynamics 365 Customer Service
Introduction
Knowledge article search filters
Search for article content from different data sources
AI suggestions for article keywords and descriptions
Knowledge article analytics
Check your knowledge
Summary
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
Work with Knowledge Management Solutions in Dynamics 365 Customer Service at Microsoft Entry Requirements
- Have a trial subscription to Dynamics 365 for Customer EngagementBasic understanding of how to navigate the Dynamics 365 applicationWorking knowledge of the core records available
- Not mentioned
Work with Knowledge Management Solutions in Dynamics 365 Customer Service at Microsoft Admission Process
Important Dates
Other courses offered by Microsoft
Student Forum
Anything you would want to ask experts?
ManagementSalesSales and Business DevelopmentWork with Knowledge Management Solutions in Dynamics 365 Customer Service