If this is the case, you'll need to resize to a larger space. If you can't use the features, your editing space is too small. Use the rich text editor command bar options to format and style your content. In the Content section, add the content for your knowledge article.Īs soon as you select inside the editor space, the rich text editor command bar appears. This appears in the search results and is used for search engine optimization. Separate keywords with commas.ĭescription: Type or select a short description of the article. These keywords are used to search the knowledge base for articles. Keywords: Type or select keywords for the article. Title: Type a descriptive title that communicates the subject and purpose of the article in a concise manner. In the Article Content section, fill in the following details: You’ll be on the Content tab of the knowledge article. In the Customer Service Hub sitemap, go to Service > Knowledge Articles. By default, these permissions are added to the roles of knowledge manager, customer service manager, or customer service representative. You can author, edit, search, publish, and translate the knowledge articles in the Customer Service Hub.Įnsure that you have Create and Read permissions on the Knowledge Article entity. Add images and videos to your articles to explain things better and make the articles engaging. Turn your customer questions, issues, and feedback into knowledge articles, so other service reps can benefit from them. It is also available in search and can be translated. If the article is approved, it is published on the portal. If the article is rejected, it is sent back for edits or updates. The reviewer can approve or reject the article. Create an article and mark it for review. The following diagram describes the default process for creating and using knowledge articles in the Customer Service Hub. More information: Work with knowledge articles Knowledge management process You must use the newer KnowledgeArticle entity for knowledge management in Dynamics 365 Customer Service. This means we don't expect you to use these entities anymore. The entities KBArticle, KBArticleTemplate and KBArticleComment are now deprecated.
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