Did you know that you can create and publish knowledge articles in Microsoft Dynamics 365? You have the ability to keep multiple versions of a knowledge article and make the articles available for your users, like customer service representatives, to use as resources in order to provide exceptional service to your customer base. Articles could include information regarding the product or services you offer or technical documentation to help service technicians in addressing tickets and issues.

Here are three ways you can benefit from using knowledge articles in Dynamics 365:

1. Improve Customer Satisfaction by Providing Efficient and Targeted Customer Service

You can use knowledge articles to publish FAQs and how-to articles to help your customer service representatives narrow down problems and provide accurate and up-to-date answers to you customers faster, simply by searching through the published articles.

2. Reduce Call and Case Handling Time

One of the great features of knowledge articles is that it provides you with the ability to embed videos and images into an article. This can be very useful for field technicians to be able to search for specific videos with step-by-step instructions on how to quickly address issues in the field.

3. Keep Your Users Up to Date

You can keep updating your knowledge articles with new information at any time. Use the versioning functionality to publish update versions of existing articles while keeping a history of older articles. You can also set expiration dates on articles that will become outdated, such a limited time promotions, etc.

That’s all for the blog today! Want even more benefits? Check out Seven Benefits of Having a Knowledge Management Solution for Your Customer Service.

Happy Dynamics 365’ing!

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