Introduction

Providing customers with effective self-service options is increasingly essential as technology and expectations evolve in today's AI‑driven world. Many customers now prefer to find answers on their own rather than rely on live support. Self‑service capabilities also help service organizations keep pace with rising demand. Whether you want an autonomous agent that resolves issues automatically or tools that let customers search for answers independently, Dynamics 365 delivers a robust set of self-service solutions. These include integrated agents built in Copilot Studio and Knowledge Articles that offer structured, searchable guidance for common questions and troubleshooting. Together, these resources enhance the customer experience, improve satisfaction, reduce call volume, and deliver a rich, efficient self‑service journey.

In this module, we examine the self-service capabilities in Dynamics 365 Customer Service and Contact Center.

Learning Objectives

After completing this module, you're able to:

• Describe the self-service capabilities available in Dynamics 365 Contact Center

• Explain the knowledge management options that are available

• Describe autonomous knowledge creation.