What are knowledge articles, and why are they worthwhile?

A knowledge article is a documented answer to a frequently asked customer question. It is stored in Dynamics 365, can be suggested automatically while the caseworker is working on a case, and can be sent to the customer or published on the website.

Three benefits, in increasing order of magnitude

First, it saves time—the answer is written once instead of fifty times. Next, it standardizes the answers, ensuring that the customer receives the same information regardless of who answers the phone. Finally, if the articles are published, the customer finds the answer themselves and never needs to contact support. The final benefit is the greatest and comes last.

Write them based on real cases

The most common mistake is to set aside a week to write fifty articles in advance. They rarely hit the mark. It is better to create the article as soon as someone has answered the question for the third time. Then you know there is a need for it, and the wording has already been tested on a real customer.

Outdated articles are worse than none at all

An article that describes a solution that is no longer valid sends both customers and colleagues in the wrong direction. Assign an owner and a review date to each article. Without them, the knowledge base quietly decays, and people stop trusting it.