One of the benefits of the tight integration between Live Assist and Microsoft Dynamics 365 is the ability for an agent to share an article from the knowledge base built into Dynamics. An agent can perform this action with a few simple mouse clicks.
Start by clicking the "Knowledge Base" button at the bottom of the Live Assist Widget.
This will launch the normal knowledge base search window. The agent can then make a Knowledge Base search.
In USD, when the agent selects a result, a "Send to Chat" button appears at the upper-left.
Clicking on this button inserts a link to the article in the Live Assist widget. The agent may choose to insert some descriptive text around the link, or she may send it to the customer as is.
When the customer receives the link, it appears as a clickable link to the same article in the customer's view of the knowledge base.
Clicking on it, the customer sees the content the agent intended to share.
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