The Benefits of Knowledgebase Articles for Customer Service Reps in Microsoft Dynamics 365 Customer Service

When you’re working on a case in Microsoft Dynamics 365 Customer Service, you can use the Customer Service Knowledgebase to help you solve a number of common challenges that your customers face every day.

The Knowledgebase helps you resolve customer service issues more quickly, and improve the trust and confidence your customers have in you.

The Benefits of Knowledgebase Articles for Customer Service Reps in Microsoft Dynamics 365 Customer Service

While you’re working on a customer case, based on the case title you put into your system, the Knowledgebase will pull up articles with similar keywords.

When it automatically searches through and filters productive matches, you will not only empower your customer service reps to succeed but your customer. It makes the process easy to send to the customer and provides transparency to them in the meantime.

As a customer service rep, you can link an article to the case under “Case Relationships.”

This helps to document your team’s internal knowledge and resolve each case faster.

Or, the rep can take things a step further and send the article to the customer.

Typically, these documents are already customer-facing, meaning self-service is enabled and the customers may discover answers on their own before they ever approach you.


As a business, to use your Knowledgebase articles, navigate to “Knowledge” on the left-hand side of your screen, and click on “Knowledge Articles.”

The Benefits of Knowledgebase Articles for Customer Service Reps in Microsoft Dynamics 365 Customer Service

Open up any of the titles to see what you can do with these articles.

Internally, you should set up a process to create, review, and publish your knowledgebase articles. This will make them available to both your reps and customers.

You should designate people on your team to fulfill each part of this process. It may be one or a few of your support specialists or power users.

You can use different font styles, text styles, formats, pictures, links, tables, embedded media, etc. to create your articles.

You can even use back-end HTML to gain full control of the Knowledge Article you want to create.

Reps can preview the article in tablet, mobile, or desktop mode to understand the customer experience best. Knowledgebase Articles are part of the configurable aspects of Microsoft Dynamics 365 Customer Service.

The Benefits of Knowledgebase Articles for Customer Service Reps in Microsoft Dynamics 365 Customer Service


This blog post recaps part of a recent on-demand demo that our team of Microsoft Dynamics 365 Specialists put together. You can view it anytime at your convenience.

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