Describe the Knowledge Management Agent
In the previous unit, we explored the different manual and semi-automated ways that knowledge articles can be created in Dynamics 365. While these methods are viable ways to create articles, with the volume of calls that many organizations are fielding daily, it can be a challenge for their representatives to create knowledge articles manually.
In Dynamics 365 Customer Service, the Customer Knowledge Management Agent helps extract knowledge from cases and manage customer knowledge in real time. It's an AI-powered feature designed to automate the creation of knowledge articles. Instead of relying on manual authoring, the agent analyzes resolved cases and identifies patterns in resolutions. The agent then uses this information to generate draft knowledge articles automatically, reducing the time and effort required to maintain a robust knowledge base.
The Customer Knowledge Management Agent can do the following:
Real-time knowledge creation: This feature is triggered when a customer service representative (service representative) resolves a case. The feature determines if a new knowledge article is needed by comparing the case's content with the existing knowledge articles in Dynamics 365. If an article is needed, the Customer Knowledge Management Agent creates it using case content.
Historical knowledge creation: When enabled, the agent looks at all the cases that meet the specified conditions and then determines if new articles are needed by comparing the content of the cases with the existing Dynamics 365 knowledge base. If a new article is needed, the agent creates a new article by using the content of one or more historical cases that meet the configured conditions.
Auto publish articles: Organizations can control whether the AI agent can automatically publish articles that comply with the Compliance Status you set. You can also select the target audience to view the published articles.
Let's look at some examples of how the knowledge management agent might be used across different industries.
Retail Industry: The agent notices multiple cases about applying discount codes during checkout. It creates a draft article explaining the process, which is then approved and published to the customer portal.
Telecommunications: After several cases related to configuring voicemail, the agent generates a draft guide. Once reviewed, it becomes a self-service article, reducing call volume.
Software Company: The agent identifies recurring issues with password resets and creates a draft article. After approval, agents can use it during calls, and customers can access it online.
How Does It Work?
Let's examine how the Knowledge Management Agent helps organizations create content.
Case Resolution analysis: The agent monitors resolved cases in Dynamics 365. When the agent detects recurring issues or patterns in resolution steps, it flags these issues as candidates for knowledge articles.
Draft Article creation: Using AI, the agent automatically generates a draft knowledge article. This draft typically includes the following details:
- A suggested title based on the case subject.
- A summary of the resolution steps.
- Relevant keywords for search optimization.
- Links to related cases or resources.
Review and Approval workflow: Draft articles aren't published immediately. They enter an approval process, where designated reviewers or knowledge managers:
- Validate the content's accuracy.
- Add formatting, screenshots, or details.
- Ensure compliance with organizational standards.
Publishing and going live: Once approved, the article is published to the knowledge base. The article becomes available:
- On self-service portals for customers.
- Within the agent interface, there are contextual suggestions during case handling.
- Across integrated channels, like chatbots or Copilot-powered experiences.
The Knowledge Management Agent transforms knowledge creation from a manual, reactive process into an automated, proactive one. It ensures that valuable solutions are captured and shared quickly, improving first-contact resolution rates, reducing support costs, and enhancing customer satisfaction. Over time, this automation builds a dynamic, living knowledge base that scales with the organization.
Knowledge Management Agent simulation
Let’s look at knowledge management in action. The following simulation will guide you through the many ways of creating and consuming knowledge articles in the application.