How to upload information to the knowledge base
Uploading information to the knowledge base in Dynamics 365 requires a Customer Service license, access to the Customer Service Hub, manually creating a Knowledge Article, and publishing it after review. The process takes 20 to 25 minutes. In Teeo, you tell the assistant what information to add and it's available immediately.
How to do it in Teeo
“Add to the knowledge base: [information about our services]”
The information is saved to the knowledge base instantly and the assistant can use it right away.
How to upload information to the knowledge base in Microsoft Dynamics 365: step by step
Requirements
- ·Knowledge Management in Dynamics 365 is part of the Customer Service module. Requires a Dynamics 365 Customer Service license (starting at ~$50/user/month).
- ·Articles in Dynamics 365 are called 'Knowledge Articles' and go through an approval workflow before being published. An admin or reviewer must approve the article if the workflow is configured.
- ·If your organization uses Dynamics 365 Sales without Customer Service, you may need to purchase an additional license to access Knowledge Management.
Log in to Dynamics 365
Go to home.dynamics.com and sign in with your Microsoft 365 account. Make sure your license includes Dynamics 365 Customer Service, as the Knowledge Management module belongs to that module.
Open the Customer Service Hub
On the Dynamics 365 home screen, click the 'Customer Service Hub' app. If it doesn't appear in your app list, you may not have the correct license assigned or the administrator may not have granted you access.
Navigate to Knowledge Articles
In the left sidebar of the Customer Service Hub, look for the 'Knowledge' section. Click 'Knowledge Articles'. The list of existing articles in the system will open.
Create a new Knowledge Article
Click the '+ New' button in the upper left of the Knowledge Articles view. An article creation form will open in a new screen.
Complete the title and description
In the 'Title' field, type the article title. In the 'Description' field, add a 1-2 sentence summary explaining what the article is about. The title should be clear and search-oriented.
Write the article content
In the 'Content' section, use the rich text editor to write or paste the complete content. You can add sections, lists, images, and tables using the editor toolbar. The content is what support agents will see when looking up the article.
Assign the article to a Subject
In the right panel, find the 'Subject' field. Select the most appropriate topic or category for the article. If the subject you need doesn't exist, an administrator must create it first in the system settings.
Configure keywords
In the right panel, find the 'Keywords' field. Add comma-separated keywords to help find this article in internal searches. For example: 'shipping, returns, policy'.
Save the article as a draft
Click 'Save' in the top command bar to save the article in 'Draft' status. The article is not yet published; it must be sent for review and approval before it becomes available.
Send the article for review and publish
Click the 'Send for Approval' button in the command bar. If you are an administrator or have publishing permissions, you can also click 'Publish' directly. Once approved or published, the article will be available in the knowledge base for agents.
Frequently asked questions
Is the Dynamics 365 Knowledge Base included in the Dynamics 365 Sales license?
Not necessarily. Knowledge Management is part of Dynamics 365 Customer Service. If your organization only has Dynamics 365 Sales licenses, you may need to purchase an additional Customer Service license to access this functionality.
Do Dynamics 365 Knowledge Articles go through an approval process?
Yes. By default, articles created in Dynamics 365 have a status workflow: Draft → In Review → Approved → Published. A user with a reviewer or administrator role must approve the article before it is visible to other agents.
Can Dynamics 365 Knowledge Articles be used in the customer self-service portal?
Yes. Published articles can be displayed in the Power Pages portal (formerly Dynamics 365 Customer Portal), allowing customers to search for solutions independently. Configuring the portal requires additional steps and possibly a Power Pages license.