How to upload documents to the knowledge base
Uploading documents to the Dynamics 365 knowledge base requires accessing the Customer Service Hub module, creating a Knowledge Article, writing content in the rich text editor, and attaching the file as an annex to the article. The process involves multiple screens and editorial approval before publishing, taking about 35 minutes. In Teeo, you attach the PDF and write a message.
How to do it in Teeo
“Upload this document to the knowledge base [PDF attached]”
The document is indexed in the knowledge base and the assistant can search and cite its content.
How to upload documents to the knowledge base in Microsoft Dynamics 365: step by step
Requirements
- ·Knowledge Articles in Dynamics 365 are part of the Customer Service Hub module, which requires a Dynamics 365 Customer Service license (not included in all Sales editions).
- ·Dynamics 365 does not support PDF documents as the primary content of an article: content must be written in the rich text editor. PDF files are attached as annexes to the article.
- ·Articles must go through an approval workflow (Draft → In Review → Approved → Published) before being available to agents or the customer portal.
- ·For advanced content search within attached PDF files, integration with Azure Cognitive Search is required, which is an additional configuration.
Open Customer Service Hub
Log in to Dynamics 365 and select the 'Customer Service Hub' application from the app menu. If you don't see it, click the grid icon in the upper left corner and search for 'Customer Service Hub'. This module is different from Sales Hub.
Go to Knowledge Articles
In the Customer Service Hub left navigation bar, find the 'Knowledge' section and click 'Knowledge Articles'. The list of existing articles will appear with their publication status.
Create a new article
Click the '+ New' button in the top command bar. The creation form for a new Knowledge Article will open, with fields for title, description, content, and metadata.
Enter the article title and description
In the 'Title' field, type a descriptive name that reflects the document content (e.g., 'Onboarding Manual - 2026 Version'). In the 'Description' field, add a brief summary of the article content in 1-2 sentences.
Write or paste content in the editor
In the 'Content' section, write or paste the main content of the document in the rich text editor. If the document is extensive, you can include an executive summary or key points. Dynamics 365 does not allow uploading the PDF as primary content.
Attach the PDF file
Scroll down in the form to find the attachments section or the 'Related' tab. Click '+ New Note' or the attach file button. In the popup window, click 'Choose File', select the PDF from your computer, and click 'Add'.
Assign categories and keywords
In the right panel of the form, find the 'Keywords' and 'Article Subject' fields. Add relevant keywords separated by commas (e.g., 'onboarding, procedures, human resources'). Select the most appropriate topic or category from the Article Subject selector.
Save the article as a draft
Click 'Save' in the top command bar. The article will be saved with 'Draft' status. At this point, the article is not visible to agents or the customer portal.
Submit the article for review
Click the 'For Review' button in the command bar. The article status will change from 'Draft' to 'In Review'. If your organization requires approval, notify the assigned reviewer to approve the content.
Approve the article (if you are a reviewer)
If you have reviewer permissions, open the article in 'In Review' status and click 'Approve'. The status will change to 'Approved'. If another user is the reviewer, wait for them to complete this step before continuing.
Publish the article
With the article in 'Approved' status, click 'Publish' in the command bar. Choose whether to publish immediately or schedule a publication date. Once published, the article will be available to customer service agents and, if you configured the portal, to customers as well.
Frequently asked questions
Can I upload a PDF directly as a Knowledge Article in Dynamics 365?
Not directly. Knowledge Articles in Dynamics 365 require the main content to be written in the rich text editor. PDF files are attached as file annexes to the article, but are not indexed for full-text search unless you configure Azure Cognitive Search.
Why are my Knowledge Articles not showing as available after creating them in Dynamics 365?
Articles go through a mandatory approval workflow: Draft → In Review → Approved → Published. The article is only available to agents and the customer portal once it has been approved and published. Check the article status in the 'Status' column of the Knowledge Articles list.
What is the fastest way to add a document to the knowledge base?
With Teeo, you attach the PDF directly in the chat and write 'Upload this document to the knowledge base'. The content is indexed immediately and the assistant can search and cite its information right away, with no approval workflows or additional configurations.