Table of Contents
Introduction
Many companies struggle to deliver consistent answers across support teams, regions, and customer channels. This leads to slower case resolution, rising support costs, and poor self-service experiences. Dynamics 365 knowledge management helps address these issues by centralizing critical content into searchable, reusable articles. When paired with Power Pages, these articles can also be published securely to external audiences, allowing customers, vendors, or partners to resolve issues without contacting support.
This blog outlines how companies can effectively structure, manage, and deliver knowledge articles to improve service delivery and reduce operational overhead.
What is Knowledge Management in Dynamics 365
Dynamics 365 knowledge management enables organizations to build a structured, searchable library of articles that support faster and more consistent case resolution. By centralizing information, teams reduce duplicate effort, minimize escalations, and improve overall service quality. This functionality also eases the burden on support staff by equipping them with verified, reusable answers, resulting in quicker resolutions and more consistent customer experiences.
Key capabilities include:
- Rich text authoring tools that support embedded media, hyperlinks, tables, and formatting
- Version control and publishing workflows to manage the content lifecycle
- Multilingual support for global service delivery
- Role-based access controls to manage article visibility by user type
- Case integration that surfaces relevant articles based on context and keywords
According to Gartner’s 2025 Customer Service Trends report, optimizing knowledge management practices is now considered essential, particularly to support AI applications in service environments. The research emphasizes how effective knowledge management is a key aspect of scaling customer service.
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Request a DemoBest Practices for Knowledge Article Management
To get the most out of Dynamics 365 knowledge management, companies need more than technical implementation—they need a process that ensures content remains relevant, easy to find, and aligned with support objectives. Below are best practices that help organizations maintain high-quality articles and drive measurable service impact.
1. Use a Standardized Format:
Every knowledge article should follow a consistent structure. A typical format includes:
- Clear title summarizing the issue
- Problem statement providing background context
- Resolution steps are listed in chronological order
- Links to related content for deeper support
This approach simplifies article creation and makes it easier for users to scan and apply solutions quickly.
2. Organize with Categories and Tags:
Well-organized content is easier to maintain and search. Use subject hierarchies and tag articles with relevant keywords. This improves search accuracy and ensures agents and users find the right content immediately.
3. Approval and Publishing Workflow:
Dynamics 365 knowledge management includes a built-in publishing lifecycle:
- Draft
- Reviewed
- Approved
- Published
- Expired
Assign clear roles, authors, reviewers, and approvers, to ensure that only validated content is made available. This structure supports compliance, especially in regulated environments.
Further Reading: Unlocking the Power of AI in Dynamics 365 Customer Service
4. Rating and Feedback Mechanism:
Allow internal users and customers to rate articles and provide comments. Feedback helps identify unclear or outdated content. With tools like Power Automate, low-rated articles can automatically trigger a review workflow—keeping your knowledge base current.
5. Linking Knowledge Articles to Cases:
Power Pages Integration – Delivering Knowledge Externally
While internal knowledge sharing improves agent productivity, many companies must support external audiences, customers, vendors, or partners, without increasing the support workload. Power Pages allows organizations to extend knowledge management to external users through a secure, customizable portal.
Using Power Pages, companies can publish approved knowledge articles stored in Dataverse and make them accessible based on user roles. This ensures content is accurate, up-to-date, and visible only to the right audiences.
What External Users Can Do:
- Search articles using keywords or filters
- View content in multiple languages
- Submit feedback for continuous improvement
- Access only what’s relevant based on their user role
By connecting Dynamics 365 knowledge management to a Power Pages portal, organizations reduce inbound support requests, scale their self-service capabilities, and deliver consistent answers around the clock, without compromising control or compliance.
Further Reading: Understanding Power Pages: Microsoft’s Portal Technology
Benefits of Using Power Pages for Knowledge Articles
| Benefit | Description |
|---|---|
|
Self-Service |
Enables customers to resolve issues without engaging support teams |
|
Controlled Access |
Ensures only approved, role-specific content is visible |
|
Seamless Sync |
Publishes articles directly from Dataverse, eliminating manual duplication |
|
Multilingual Support |
Makes content accessible across global user bases |
|
Mobile-Ready |
Responsive design supports all device types for on-the-go access |
Tips for Building an Effective Knowledge Portal
To get the most out of Power Pages and Dynamics 365 Knowledge Management, consider the following tips when setting up your portal:
- Enable search and filters: Help users quickly locate articles by implementing keyword search, categories, and filtering options.
- Use feedback forms: Collect input on article clarity and relevance to drive continuous content improvement.
- Highlight top content: Display most viewed or top-rated articles to guide users to helpful information faster.
- Secure access: Use Azure AD B2C or custom logins to control who sees what content based on roles.
- Monitor usage: Track traffic and engagement through analytics to identify content gaps and performance issues.
These small improvements ensure the portal delivers measurable value for your customers and support operations.
Further Reading: Dynamics 365 Implementation Cost
Want a Self-Service Portal That Actually Works?
We help you connect Power Pages with Dynamics 365 Knowledge Management, ensuring the right content reaches the right audience securely and efficiently.
Request a DemoConclusion
Dynamics 365 knowledge management, combined with Power Pages, helps companies reduce support volume, deliver consistent answers, and improve customer experience. Knowledge becomes a reliable, scalable asset with the right structure and processes.
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