If the customer has a view into the Dynamics 365 knowledge base (e.g. via the Customer Portal), then an agent can send her links to knowledge base content with a few simple clicks. The best way to illustrate this feature is with an example.
Let's say the customer is waiting on a package delivery. She types the following into the chat: "My delivery never arrived". The agent thinks there may be a knowledge base article on this topic, so she clicks on the "Knowledge Base" icon to launch a search.
The knowledge base search widget launches in the main panel, but that's not all. The search box is pre-populated with the last message sent by the customer, and the search runs immediately. Note that the result list is already populated.
Clicking on a search result activates the "Copy Link" icon at the upper right. If the agent clicks on this icon, a public-facing URL linked to the same article will be copied to her clipboard.
She is then free to paste the URL into her chat conversation, along with any additional context as she sees fit.
Once the agent clicks "Send", the URL appears in the conversation as a clickable link.
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