Manually creating knowledge-based articles in Microsoft Dynamics CRM can be highly inefficient and tedious, leaving greater room for human error and inconsistencies. The process includes multiple steps, making it time-consuming and labor intensive. The upcoming Microsoft Dynamics CRM release update includes a new Copilot feature that can help streamline this process.
A knowledge-based article is online material that provides a customer with information or answers a question. Copilot offers a new feature available on Resolved Cases to generate knowledge articles from a case. There is a button at the top action bar of a Resolved case called “Propose new knowledge.” This will pull information from the case description, notes, emails, and other details. You can set this up to automatically launch on the Resolve of a case or require the customer relationship management (CRM) user to click the button. Here is an example of a case created to “Detail a car.”
This case is very simple, with a few Note entries with directions on cleaning the tires, interior, and exterior of the car.
Then, the case is “Resolved,” which is when the “Propose new knowledge” button appears.
This pop-up appears and gets to work generating a draft of the proposed knowledge article. You should be pleasantly surprised at how quickly it has something ready to review.
The layout and summary of the various “notes” are summarized nicely. You can adjust the draft and there is a location where you can “talk” about what you’d like AI to change, and Copilot will try again. Finally, you can click the “Create Proposal” to submit the draft as a draft knowledge article. Now the article will follow the typical approval process before it is published.
How Do You Turn It On?
As a System Administrator, navigate to the Customer Service Admin Center.
Under the Case-based knowledge creation, turn on the “Let agents use Copilot to propose new knowledge based on case information during or after case resolution,” and the second checkbox lets you decide if this should automatically initiate or if you want your CRM user to click the “Propose new knowledge” button.
Best Practices
To leverage the new Copilot features included in the upcoming Microsoft Dynamics 365 CRM to its fullest potential, you can enlist the help of a certified Microsoft Partner. Adhere to some of these best practices to help ensure efficient use of the updates when creating knowledge articles. There are specific security roles involved in the creation and management of knowledge articles. These roles include Knowledge Manager, Customer Service Manager, and Customer Service Representative. Watch for more updates on the release of this Preview feature to stay informed on upcoming artificial intelligence (AI)-driven features within your CRM. Connect with us today to learn more about Copilot’s capabilities and its road map for your CRM.