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How to create an external knowledge article link?
URL Format. Type the portal URL that will be used to create external (public-facing) portal links for knowledge articles, which the service agents can share with the customers. The external URL is created in the following format: The placeholder ” {kbnum}” is replaced by an actual knowledge article number.
Under Knowledge Source, in the Knowledge Solution field, select the knowledge solution. Use an external portal. You can integrate an external portal for publishing knowledge articles. If your organization uses one, select this check box. Select Yes to share the knowledge article as a link in the email sent to the customer.
What should be included in a knowledge base article?
Therefore, we can come up with a few general guidelines for writing knowledge base articles: Write a descriptive title. Be descriptive in your content. Avoid typos. Link to helpful resources. Don’t forget user experience and readability (as mentioned above).
How to create an external portal in Dynamics 365?
Type the portal URL that will be used to create external (public-facing) portal links for knowledge articles, which the service agents can share with the customers. The external URL is created in the following format: The placeholder ” {kbnum}” is replaced by an actual knowledge article number. Select Save.
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.
How to create knowledge articles using templates in?
When agents go to create new articles, the settings they made will be reflected. Knowledge Authors can use the templates to create knowledge articles quickly and the fields for the knowledge article are pre-populated according to the selected template. To create knowledge articles using templates:
How are knowledge articles created in customer service hub?
The following diagram describes the default process for creating and using knowledge articles in the Customer Service Hub. Create an article and mark it for review. The reviewer can approve or reject the article. If the article is rejected, it is sent back for edits or updates. If the article is approved, it is published on the portal.