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How does knowledge management work in customer service hub?
If the article is rejected, it is sent back for edits or updates. If the article is approved, it is published on the portal. It is also available in search and can also be translated. Turn your customer questions, issues, and feedback into knowledge articles, so other service reps can benefit from them.
What’s the difference between content management and knowledge management?
Despite the superficial similarities, content and knowledge management are pretty different from a people, process, and technology perspective. And, you probably need them both. Without a content management program, teams and groups won’t be able to share and manage the documents they need to do their work.
What are the different types of knowledge articles?
Types of Knowledge articles can include solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQs), product briefs, and more. Use the rich text editor to create knowledge articles, format your content or embed videos and images.
Which is the best tool for content management?
Content that has been found by browsing or searching can be skimmed (through titles and summaries), extracted, and opened, usually using the desktop application associated with its file type: Adobe Acrobat Reader for PDF files, Microsoft PowerPoint for PPTX files, and so on.
How to use kbarticle in customer service hub?
The entities KBArticle, KBArticleTemplate and KBArticleComment are now deprecated. This means that we do not expect you to use these entities anymore. You must use the newer KnowledgeArticle entity for knowledge management in Dynamics 365 Customer Service. More information: Work with Knowledge articles.
How to create a category for knowledge articles?
In Customer Service Hub, go to Service > Knowledge Articles. Open a knowledge article. On the command bar, select Associate Category. The Associate Category window appears. In the Select Category to Associate with field, select the category you want to associate to the article. And then, select Associate.
How to create a category in knowledge base management?
Go to Settings > Service Management. In the Knowledge Base Management section, select Categories. Select New. Enter a name and description for your category. Choose a parent category. If you want this category to be a top-level category, leave this field blank.