24 March 2020

Coming to a Customer Service Hub near you - Knowledge Base Searching

Dropped in Dynamics 365 CRM

Pondered by Kelly

In this series of blogs, we will review some of the new features that you can expect to see rolled out to your Dynamics environment in April.

(Exact release dates are region-specific)

Anyone who has previously used the knowledge base will know, it is great for your portal as a self-service tool for your customers to answer their frequently asked questions. But there are always those instances where people would rather call someone than search for the answer to a question.

For some enquiries, this is not a problem. If they just need to know your opening times or such basic information, this can be provided quickly and efficiently over the phone. 

What if they need detailed instructions on how to perform a task or fix an error though?

You have these written out in a beautiful format on your knowledge base, but chances are, if this person has opted to call you instead of search for this themselves, they don’t feel confident with the idea of searching through a website to try and find the instructions. 

So, what do you do? The process is too long to talk them through but doesn’t require any further investigation or support. 

Previously, the only options were to create a case for the customer, just to be able to search the knowledge base (Unless you are a knowledge base author) & provide the instructions that are already available to them in the knowledge base or navigate away from Dynamics 365 and search the knowledge base yourself to retrieve the link. 

This is no longer the case. Now you can quickly search an article on the knowledge base from the main navigation menu, and then simply send this link to someone.


What’s really cool about this, is that you can send this via any channel your organisation has configured for OmniChannel (i.e SMS, Live Chat) or you can copy the link to paste into an email.

This feature is another good step in the right direction to enabling users to get information quickly to customers, in a way and format that is convenient for the customer, but also for your operatives, paving the way to becoming a customer first business.

Enhanced on 24 Mar 2020

Reply to Kelly's post

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