Here’s a step-by-step guide to configure and use Knowledge Articles in Dynamics 365 Customer Service. Knowledge articles help agents quickly find and share solutions to customer issues, and are key to improving case resolution, customer self-service, and internal knowledge management.

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📘 What Are Knowledge Articles?

Knowledge Articles in Dynamics 365 are structured documents that can include:

• Titles, summaries, and full article content
• Language versions and translation support
• Publishing workflows (draft → approved → published)
• Linking to cases and sending to customers
• Search and rating features

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✅ Prerequisites

Requirement	Notes
Dynamics 365 Customer Service	Must be installed
Knowledge Management enabled	Usually by default
Security roles	Needs Knowledge Manager or Customer Service Representative

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🧭 Step-by-Step: Configure and Use Knowledge Articles

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🔹 Step 1: Enable Knowledge Management (if not already)

1. Go to Customer Service Admin Center or Advanced Settings.
2. Navigate to:
   Service Management > Service Configuration Settings
3. Set “Use Knowledge Articles” to Yes
4. Save and publish

✅ This enables the Knowledge Article entity and in-app knowledge search pane.

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🔹 Step 2: Set Up Knowledge Article Templates (Optional)

1. Go to Customer Service Hub > Knowledge Management > Knowledge Article Templates
2. Click + New.
3. Define:
   • Name: e.g., Troubleshooting Template
   • Sections: e.g., Issue Description, Cause, Resolution
4. Save and publish

🧠 Use templates to maintain article consistency across agents.

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🔹 Step 3: Create a Knowledge Article

1. Go to Customer Service Hub > Knowledge Articles
2. Click + New

Fill in key fields:

Field	Description
Title	Summary of the article
Keywords	Helps searchability
Language	e.g., English (U.S.)
Content	Full solution or documentation
Expiration Date	When the article becomes obsolete
Major/Minor Version	Version tracking

3. Save the article

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🔹 Step 4: Submit Article for Approval & Publish

1. After drafting, click Submit for Approval
2. A knowledge manager can Approve, Reject, or request changes
3. Once approved, click Publish

📌 Published articles are visible in the knowledge search for agents and portals.

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🔹 Step 5: Link Knowledge Articles to Cases

1. Open a Case
2. In the Related pane, select Knowledge Search
3. Search using keywords → click Link to Case
4. Optionally: click Email Content to share the article content with customer

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🔹 Step 6: Enable Knowledge Search Control on Case Form

If not visible by default:

1. Go to Power Apps > select your environment > open Case form
2. Insert a new tab or section
3. Add the Knowledge Search control:
   • Component name: KnowledgeSearchControl
   • Enable Quick Find and auto-suggestions
4. Save and publish

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🔹 Step 7: Set Up Knowledge Search Configuration (Optional)

1. Go to Customer Service Admin Center
2. Navigate to Knowledge Settings
3. Configure:
   • Auto suggestions
   • Filter by product or customer
   • Result ordering
4. Save changes

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🔹 Step 8: Enable Knowledge on Portals (Optional)

If you’re using Power Pages (Portals):

1. Enable Knowledge Management in Portal settings
2. Add Knowledge Base Search or Article Viewer components
3. Secure with web roles and permissions

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🧠 Tips & Best Practices

Tip	Description
Use Templates	Maintain consistent article structure
Expiration Dates	Prevent outdated content from being used
Feedback & Ratings	Let customers rate and comment on articles
Version Control	Use major/minor versions for article updates
Multilingual Articles	Create translations within the same article record

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🧪 Test the Setup

1. Create a Case
2. Use Knowledge Search
3. Link article → email it to a customer
4. Check if article views and ratings are recorded