- 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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