Practice Lab – Create and use knowledge articles

Scenario

As a knowledge manager at Contoso Coffee, you create governed troubleshooting guidance for service representatives. In this lab, you create, review, publish, revise, and find a knowledge article. This exercise should take approximately 20 minutes to complete.

Exercise 1 – Manage a knowledge article

In this exercise, you create, approve, publish, revise, and use an internal knowledge article for troubleshooting a coffee brewer that doesn’t heat water.

Task 1 – Create an internal article

In this task, you create an internal knowledge article for troubleshooting a coffee brewer that doesn’t heat water.

1. Use the app selector to open Copilot Service workspace.

2. In the site map, go to Service > Knowledge Articles.

3. Select New.

4. Enter the following values:

   • Title: Coffee Brewer Not Heating
   • Keywords: coffee, brewer, heating, reset
   • Description: Troubleshooting procedure for a coffee brewer that doesn't heat water.

5. Select Save.

6. In the Content section, confirm that the Designer tab is selected.

7. Enter Purpose and scope, select the text, and then apply the Heading 2 paragraph format.

8. Start a new line, return the paragraph format to Normal, and enter the following text:

   Use the following procedure to troubleshoot cases where a Contoso Coffee Pro 100 Brewer doesn't heat water.

9. Start a new line, enter Procedure, and then apply the Heading 2 paragraph format.

10. Start a new line, return the paragraph format to Normal, and then select Numbered list.

11. Enter the following steps as the numbered procedure:

     1. Confirm that the coffee brewer is connected to a working power outlet.
     2. Confirm that the water reservoir is filled and seated correctly.
     3. Turn off the coffee brewer and unplug it from the power outlet.
     4. Wait 30 seconds.
     5. Reconnect the coffee brewer, turn it on, and run a heating cycle.
     6. If the coffee brewer still doesn't heat, escalate the case.
    

12. Select Save.

13. Set Status Reason to Needs Review.

14. In the business process flow, select the Author stage.

15. Select an appropriate value for Article Subject.

16. Set Mark for Review to Completed.

Task 2 – Approve and publish the knowledge article

In this task, you act as an authorized knowledge reviewer and publisher. Your trial user must have permission to approve and publish knowledge articles.

1. On the command bar, select Approve. You might need to select More commands (…) to find the action.

2. In the confirmation dialog, select OK.

3. Confirm that the article status is Approved.

4. On the command bar, select Publish.

5. In the publish dialog, select Now for Publish and Published for Published status.

6. Select Publish, and then confirm that the article status is Published.

Task 3 – Revise the knowledge article

In this task, you correct the escalation step by creating and publishing a minor version. The current published article remains available while you edit the new version.

1. Keep the published Coffee Brewer Not Heating article open.

2. On the command bar, select Create Minor Version. You might need to select More commands (…) to find the action.

3. In the confirmation dialog, select OK.

4. In the Content section, replace step 6 of the procedure with the following text:

   If the coffee brewer still doesn't heat, assign the case to a manager.

5. Select Save.

6. On the command bar, select Approve, and then select OK in the confirmation dialog.

7. On the command bar, select Publish.

8. Select Now, select Published for Published status if that field is displayed, and then select Publish.

9. Return to Knowledge Articles and select the My Active Articles view.

10. Open Coffee Brewer Not Heating and confirm that the published article contains the revised step.

11. On the Summary tab, under Related Information, select Related Versions.

12. Confirm that the current version is published and the earlier version is retained in the version history.

Task 4 – Find the article from a case

In this task, you validate that a representative can find the published article while working on a case.

1. In the site map, select Cases.

2. Select the My Active Cases view, and then open Coffee Brewer Still Not Heating After Reset.

3. In the app side pane, select the Knowledge search icon.

4. If Knowledge Search displays Knowledge Article entity is not enabled for Knowledge management, complete these steps:

   1. Open a new browser tab and sign in to the Power Platform admin center as a system administrator.

   2. In the navigation pane, select Manage, and then select Environments.

   3. Select the environment that you use for this lab, and then select Settings on the command bar.

   4. Expand Product, and then select Features.

   5. Under Dataverse search, confirm that both of the following options are selected:

      • Turn on search indexing to support Dataverse intelligence (Work IQ) in AI and agent experiences
      • Show global search bar in all model-driven apps and turn on search indexing to support search-only experiences

   6. Select Save. Don’t turn either option off; turning off Dataverse search removes the existing index.

   7. If the page indicates that search provisioning is in progress, wait for provisioning to finish.

   8. Return to Copilot Service workspace, refresh the browser, reopen Knowledge search, and then continue.

5. Replace the default search term with coffee brewer not heating, and then run the search.

6. Open Coffee Brewer Not Heating and confirm that the published article is available from the case context.

[!NOTE] Don’t send an article email in this trial lab. Email delivery requires an approved, configured mailbox, and a customer-accessible URL requires external portal configuration.