Practice Lab – Knowledge management

Scenario

As a customer care coordinator at City Power & Light, you are responsible for instructing the customer service team and providing them with troubleshooting articles to support case resolution. You need to create a knowledge article within Dynamics 365 for Customer Service. In this lab, you will create a knowledge article, walk through the publishing process and then revise that article.

Exercise 1 – Knowledge Management

In this exercise, you will create, approve, publish, and revise an internal Knowledge Article for missing parts.

Task 1 – Create Internal Article

In this task, you will create an internal Knowledge Article for missing parts.

1. Open the Customer Service Hub app.

2. Click on Home at the top of the left-hand side navigation.

3. Click on Knowledge Articles in the Knowledge section.

4. Click + New.

5. Enter [your prefix ex. mollyc] + Missing Parts for Title, enter missing, parts for Keywords and click Save.

6. Go to the Content area and make sure you have the Designer tab selected.

7. Type Purpose & Scope.

8. Click on the Paragraph Format selector and select H2. This option will only appear if your screen is fully expanded.

9. Hit the <Return> key to start a new line. The Format Selector should change back to Normal.

10. Type the paragraph below.

    Use procedure below to resolve Phone call cases that are related to missing parts.

11. Hit the <Return> key to start a new line.

12. Click on the Paragraph Format selector and select Heading 2.

13. Type Procedure.

14. Hit the <Return> key to start a new line.

15. Go to the ribbon and click Insert/Remove Numbered List. This action will insert numbered list.

16. Provide the steps below.

    1. Get Order Number for Customer.
    2. Locate Order record.
    3. Locate the product in question and open it.
    4. Is the product the Customer received listed?
    5. If yes, Send the Customer a replacement order and a return label.
    6. If no, escalate case.

17. Click Save.

18. Go to the Business Process Flow and click on the Author stage.

19. Select Service for Article Subject, check the Mark for Review checkbox, and click Next Stage.

Task 2 – Approve and Publish Knowledge Article

In this task, you will assume the role of the Knowledge Article Approver and Approve the Knowledge Article you created, and then publish it.

1. Go to the Business process flow and click on the Review stage.

2. Select Approved for Review.

3. Click OK.

4. Go to the Business process flow and click on the Review stage.

5. Click Next Stage.

6. Click on the Publish stage.

7. Check the Set Product Associations checkbox and click Finish.

8. Go to the command bar and click Publish. You may need to click the ellipsis to see it.

9. Select Now for Publish, Published for Published Status, and click Publish. Do NOT navigate away from this page.

Task 3 – Revise Knowledge Article

In this task, you will change step 6 of the Knowledge Article you created from Escalate Case to Assign to Manager, and then you will revise the Knowledge Article.

1. Make sure you still have the Knowledge Article you created opened.

2. Click Create minor version from the command bar. You may need to click the ellipsis to see this

3. Click OK.

4. Go to the Content section.

5. Replace step 6 of the Procedure from If no, escalate case to If no, assign to manager.

6. Click Save.

7. Click Approve. You may need to click the ellipsis to see this. Click OK.

8. Click Publish.

9. Select Now and click Publish again.

10. Click on Knowledge Articles in the Knowledge section.

11. You should find the new version of the Missing Parts article in the My Active Articles view but not the old version.

12. Change the view to Archived Articles. You should find the old version of the Missing Parts article in this view.