How to Set Up Knowledge Management in Dynamics 365 Customer Service — Step by Step – YouTube

In this video, you’ll learn how to use Knowledge Management in Dynamics 365 Customer Service from start to finish.
 
We cover how to create Knowledge Articles, understand the complete Article Lifecycle and Business Process Flow (BPF), and see how customer service agents can search and access knowledge articles directly from a case record after it has been saved.
 
Whether you’re a beginner exploring Dynamics 365 Customer Service or looking to implement an effective knowledge base, this tutorial provides a clear, step-by-step walkthrough to help you get started.

✅ WHAT YOU WILL LEARN IN THIS VIDEO: 
 
► How to create a Knowledge Article from scratch in D365 
► Adding titles, keywords, subjects, and rich content to an article 
► The full Article Lifecycle — Draft, In Review, Approved, Published, Expired 
► How the Business Process Flow (BPF) guides you through each stage
► How agents search the Knowledge Base from within a case record 
► How to link a knowledge article to a case and share it with a customer

⏱️ TIMESTAMPS: 
0:00 Introduction — what is Knowledge Management in D365? 
1:30 Creating a Knowledge Article — title, keywords, content 
4:00 Article Lifecycle and Business Process Flow (BPF) walkthrough 
6:30 Knowledge Base Search — finding articles from a case record

#knowledgearticle #d365 #microsoftdynamics #microsoftdynamics365

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