What is Knowledge Article in Dynamics 365 Customer Service application ?

This video demonstrates the creation, authoring and publishing of Knowledge Article within Dynamics 365 Customer Service application.

Knowledge Article is basically an Authored content containing information about the system. Agents can look up Knowledge Article to resolve the case and it is mainly used for Increasing Agents Productivity. Knowledge Article reduces Average Call handling time. Customers can use Knowledge Article as a Self-Service capability to resolve case.

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