Knowledge management and articles

MB-230 · Implement knowledge and customer service agents · Updated

Knowledge articles, the article lifecycle, translation, templates and suggestions for agents in Dynamics 365 Customer Service.

This lesson is part of full MB-230 access

The first 2 MB-230 lessons are free. Full access opens every lesson with its practice questions, and the exam-style MB-230 question bank.

In this lesson
  • What a knowledge article is
  • Lifecycle
  • Translation and versions
  • How agents find articles
  • Security and visibility
  • Setup steps
  • Exam traps
  • Practice questions

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MB-230 course outline

All 7 lessons · Course overview
  1. Customer Service workspace and appsDescribe Dynamics 365 Customer Service Free
  2. Cases, merge and parent-child casesConfigure cases, queues and routing Free
  3. Queues, routing rules and unified routingConfigure cases, queues and routing Full access
  4. Entitlements and service level agreementsConfigure cases, queues and routing Full access
  5. Knowledge management and articlesImplement knowledge and customer service agents Full access
  6. Omnichannel, workstreams and chat setupConfigure analytics, Omnichannel and Copilot Full access
  7. Analytics and Copilot in Customer ServiceConfigure analytics, Omnichannel and Copilot Full access