Knowledge management enhancements in Dynamics 365 For Customer Service – 2019 Release Wave 2

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This release adds a new feature called Knowledge Article Template, using which users can quickly create an article by referring the Article Template, which helps in maintaining consistency and can also create their own article template.

To create an Article Template, navigate to Service Management area and select Article Template

Below is how the Article Template looks like

To use it, navigate to Knowledge Articles and click New From Template button

Select the template created earlier

We can see the contents populated from the template

Although the Microsoft document talks about copy and pasting, drag and drop of images from local folder directly to the editor and resizing of the images. It seems that this feature is yet to be added.

Inline Image Editing and Drag and Drop

Knowledge search enhancements

  • Improved density to show more articles.
  • Better filtering options.

Hope it helps..