Hi,
You could set up knowledge management in Dynamics 365.
The steps are as below.
1.Make sure that you have the System Administrator or System Customizer security role or equivalent permissions. You must also be the tenant administrator of Office 365.
2.Go to Settings > Service Management.
3.Under Knowledge Base Management, click Embedded Knowledge Search.
4.In the Knowledge Base Management Settings wizard, in Record Types, select the record types you want to turn on knowledge management for. The list will include all entities that are available for an N:N relationship. Knowledge management is enabled for case entity by default.
5.Under Knowledge Source, in the Knowledge Solution field, select the Dynamics 365 native knowledge solution.
6.In the Support Portal Connection section, enter the following:
•Use an external portal. You can integrate an external portal for publishing knowledge articles. If your organization uses one, select this check box.
•URL Format. Type the portal URL that will be used to create external (public-facing) portal links for knowledge articles, which the service agents can share with the customers. The external URL is created in the following format: http://<support portal URL>/kb/{kbnum}
The placeholder "{kbnum}" is replaced by an actual knowledge article number.
7.Click Next.
8.If you’ve specified the details correctly, the page shows the connection details for Dynamics 365. Click Finish to complete the setup.
reference: docs.microsoft.com/.../set-up-knowledge-management
Hope it helps.
BR,
Judy
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