- [Instructor] Cases in Dynamics 365
can be configured
to embed relevant knowledge articles
on the case form.
With this functionality enabled,
customer service reps can search,
and view knowledge articles
without having to leave the case form.
When a customer service rep views an article,
these views are registered in the back-end,
and allows organizations to keep track
of the usage and relevance of articles.
If an article provides a possible solution
for a case,
customer service reps can email the case
to the customer
or link it to the case directly from the form.
This allows other customer service reps
to review similar cases in their solutions.
Let's open the damaged products case
so we can take a look to see what that embedded
experience looks like.
Now on the right side on the screen,
you can see three different icons.
One of them is the recent cases.
We also have knowledge and we have similar cases.
When we click on knowledge,
this is what our embedded experience looks like.
You might have noticed
that the case title has been automatically copied
into the search window
of the knowledge section.
If you needed to type in your own search,
you can do that as well.
From here, I have a couple of different options.
I can link or unlink an article
from this particular case record.
I can pop out the article in a new window.
If a customer service rep
is talking to a customer on the phone,
and they want to make sure that they can go
through the entire article,
this might be a good option.
I also have the ability to email this article
to the customer.
So when I click on this icon,
this will put the article
in the body of the email message
as you can see right here.
There's really nothing else
a customer service rep has to do from here.
They can just send the email
to the customer directly from Dynamics 365.
When we're reviewing the timeline,
we can see the email message that was just sent
to the customer.
If other customer service reps
have access to this case,
they'll also be able to review the timeline,
and see everything that was discussed
regarding this case.
Out of the box,
the knowledge capability in Dynamics 365
customer service is configured dor cases only
but system administrators
can able different record types.
For example,
sales organizations
could enable this functionality for leads
where the knowledge articles could be used
for training purposes on how to work with leads.