- [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 search terms in here.
I'm going to say, "Damage."
And then I'm going to hit enter on my keyboard.
And as you can see,
I only have one article that comes up
but that is that list of articles
that's going to be sorted by relevance.
So from here,
if I wanted to view the entire article
I can just click on that,
and that is now shown
on the right-side of my screen.
You can also give some feedback
if that's been enabled.
So here it's telling me,
was this article helpful?
So I can say yes or no.
I'm going to actually give it a thumbs up.
And the other thing that you might have noticed
is here on the right-hand side,
it's actually showing me
how many views this article has gotten so far.
Knowledge articles
boost customer service rep productivity
by helping them share knowledge,
and finding solutions quicker.
Knowledge management empowers organizations
to deliver great customer service.