With the Dynamics 365 2021 Release Wave 1, releasing from April 2021 through to September 2021, some new features are being introduced within Dynamics 365 Customer Service for Knowledge Management. One of these items is enhanced analytics around Knowledge Article search behavior. This functionality will allow Knowledge Managers to better analyze the use of Knowledge Articles used by the organization, as well as assist with identifying gaps in the current Knowledge Article collection. While originally available in October 2020 as a preview feature, this item is being incorporated into general availability during this release.
How to Enable Knowledge Search Analytics Feature
If the organization would like to enable this feature, navigate to the Customer Service Hub App > Service Management > Analytics and Insights > Settings. In the Settings area, click on Manage in the Knowledge search analytics (preview) section:
From the Summary, set the Status to Enabled, and save the record:
More here information is available in Microsoft’s article Configure Knowledge search insights for Dynamics 365 Customer Service.
Note: this feature is in preview, which does some have caveats to it, which can be found here.
How to Access the Dashboard
To access the Dashboard, Users will need to have either the System Administrator and/or Service Manager Security Role(s). Once access is obtained, the Dashboard is available from within the Customer Service Hub App > Service > Analytics and Insights > Knowledge search analytics (preview):
The screenshot above is a Microsoft image from Preview: Knowledge search analytics dashboard article.
To stay up to date on new features and enhancements coming soon for Dynamics 365 Customer Service, bookmark this Microsoft site: What’s new and planned for Dynamics 365 Customer Service.
If you have any questions about what’s new in Dynamics 365 Customer Service 2021 Release Wave 1, please contact us.
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