As an agent, you can search for articles in the Dynamics 365 Knowledge Base while in a conversation. You don’t need to open a separate window or navigate away from Live Assist for Dynamics 365. In this article, you will learn how to do this.
Let's consider an example where a customer is waiting on a package. In the conversation, the customer tells you that the package never arrived. How can you look for Knowledge Base articles on this topic?
First, click on the "Search Knowledge Base" icon in the agent widget. You can find it in the bottom left corner of the window.
The Knowledge Base search will load in the main panel. You can now enter keywords to find an article. In our example, let’s search for “Delivery Never Arrived.” Notice the result.
Click a search result to see the article displayed to the right of the search. Use the pop-out button if you would like to see the article in a larger size in a new browser window.
For more information about setting up a Knowledge Base or integrating it with your customer facing portal, see Knowledge Base Integration.