Dynamics 365 – Knowledge Base Filtering

Dynamics 365 Customer Service

The article discusses the various options for filtering knowledge articles in Microsoft Dynamics 365.
Users can search the knowledge base directly from the customer service hub or the customer service workspace.
The productivity panel in the customer service workspace allows users to filter articles based on visibility, status, and more.
The article mentions an alternative approach of using Copilot to intelligently search articles.
The author believes that traditional filtering still has its place as it allows agents to focus on content in a more targeted manner.
By default, the filtering options for agents have certain defaults, but these can be manually changed by clicking the filter icon.
Admins have the ability to change the filtering options in the customer service admin center under the knowledge option and filters.
Agents can personalize their own filters if the admin has enabled the option, allowing them to tailor results specific to their needs.

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