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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Find Knowledge Base ar...
Microsoft Dynamics CRM (Archived)

Find Knowledge Base articles trough guided assistance

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Posted on by Community Member

Currently working with Dynamics 365 + Interactive Service Hub + Employees portal + Unified Service Desk.

We are looking for a solution to guide Call agents trough questions to relevant Knowledge Base articles.

In an ideal situation we would like to place the dialogs/questions on the Employees Portal.

Is there a solution available for this?

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  • Verified answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Hi Ritchey,

    I don't think there is any ready solution available for this. This is something which requires significant effort to build such process.

    If you have enabled the Knowledge Base and have the Kb articles categorized in some guided mannner then this coul dbe something worth.

    For examples: Category as follow => Technical Problem >> Customer Related  >> Activities >>  Permissions and so on

    Hope this helps.

  • Suggested answer
    ansrikanth Profile Picture
    ansrikanth 3,115 on at

    In general, we will use Agent scripts as the guiding questions to navigate specific KB Article.

    But If you want to use Portals guiding, then I would configure the portal as my hosted control - which will fire specific events (using USD event monikers) to USD based on the selected option. Configure your action calls to navigate the KB Articles accordingly, attach them to these events. 

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