Dynamics 365 – Knowledge Base Filtering
In this article, the author discusses how to control the filters available to agents when using the knowledge articles in Dynamics 365. They explain that agents can search the knowledge base from different points in Dynamics 365, such as the customer service hub or the customer service workspace. The author provides examples of using the filter option to search for articles based on visibility, status, and more. They also mention the option of using Copilot to intelligently search articles. The article then goes on to explain how to change the default filtering options for agents and how agents can personalize their own filters. The author concludes by highlighting the various features available for filtering knowledge articles in Dynamics 365.
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