Exercise - Create a knowledge article

In this hands-on lab, you work for Contoso Coffee. Contoso uses Dynamics 365. Recently, many customers reached out with liquid crystal display (LCD) screen problems. You're tasked with creating a knowledge article.

Prerequisites

Before you begin, it's important that you have the following information available.

• A Microsoft 365 account with access to Dynamics 365 trial.

• Dynamics 365 Customer Service trial environment provisioned.

• Modern browser (Microsoft Edge or Chrome recommended).

Lab Objectives

By the end of this lab, you will:

• Create and publish a knowledge article

• Navigate to key areas (Work Orders, Accounts, Resources).

• Pin records for quick access.

• Create and manage a Work Order.

• Add activities to a record's timeline.

Task: Create an LCD screen knowledge article

1. Launch your Customer/ Copilot Service Workspace application.

2. While working on the Home session, select the Open sitemap item in a new tab button. From the menu that appears, select Knowledge Articles.

3. In the command bar, select the + New button.

4. Enter the following information:

   • Title: LCD Screen isn't working
   • Keywords: LCD, Blank, Airpot, Troubleshoot
   • Description: Instructions for troubleshooting steps when the customer is having an issue with their LCD screen on their machine.

5. Highlight and copy the text below and paste it in the Content text editor:

If the customer is having issues with their LCD screen on their device, follow the instructions to assist with troubleshooting:

LCD Screen Troubleshooting Steps

Check Power Supply

1. Make sure the machine is plugged in securely.
2. Test the outlet with another device to confirm it works.

Restart the Machine

1. Turn off the coffee machine.
2. Unplug it for 30 seconds, then plug it back in and power it on.

Inspect the Screen

1. Look for cracks, moisture, or discoloration.
2. If the screen is dim or flickering, it could be a backlight issue.

Check for Loose Connections

1. If you're comfortable opening the machine, inspect the internal cables to the LCD.
2. Re-seat loose connectors carefully.

Review Error Codes

1. If the screen shows partial info or codes, check the user manual for meanings.
2. Some machines have reset sequences you can try.

Perform a Factory Reset

1. Follow the manufacturer's instructions to reset the machine.
2. This can resolve software glitches affecting the display.

Update Firmware (if applicable)

1. Some smart coffee machines allow firmware updates via app or USB.
2. Check the brand support site for instructions.

6. Make the different headings bold to have them stand out.

7. On the Command bar, select the Save button to save the article.

8. With the article open on the command bar and select Publish,

9. Define the Publish setting as follows:

   • Publish: Now
   • Published status: Published
   • Expiration Date: Leave Blank

10. Select Publish again.