Summary
The Self-service capabilities in Dynamics 365 Contact center provide organizations with multiple ways to create and deliver self-service options to customers. Whether you're building a self-service portal or creating a virtual agent that helps either in answering questions, or in automatically resolving customer issues, knowledge is a key component to delivering this information. The knowledge management capabilities in Dynamics 365 contact center help provide different options for addressing customer needs.
In this module, we examined the different self-service options available, including:
Examining the self-service capabilities in Dynamics 365 Contact Center.
Described the knowledge article lifecycle.
Explored how to manually create articles.
Examined how to use the Knowledge Management Agent to create Articles.