From the Microsoft Dynamics 365 CE/CRM Blogs: Customer knowledge management agent; Segment in Customer Insights; D365 Sales + D365BC; WhatsApp & Dynamics 365 Contact Center

In this review of the Dynamics 365 Customer Engagement blogs:

• Everything you need to know about the customer knowledge management agent in Dynamics 365 Customer Service
• How to create and modify a segment in Customer Insights – Journeys using the web API
• The power of integration: Dynamics 365 for Sales + Business Central
• WhatsApp and Dynamics 365 Contact Center: what to know

Everything you need to know about the customer knowledge management agent in Dynamics 365 Customer Service

Writing on her blog, Dian Taylor stated that creating helpful articles for customer service teams can be difficult and time-consuming. She noted that it takes a lot of work to ensure the information is accurate, easy to understand, and stays up to date as company processes change. 

She added that it's also hard to avoid duplicate articles, especially when different teams are writing content, which can lead to confusion and make it harder for agents to find the right answers.

Taylor wrote that the knowledge management agent in Microsoft Dynamics 365 Customer Service can help with those issues. She stated that it automatically creates or updates knowledge articles to keep content current and organized. 

Taylor explained that the agent works in two ways: it can write new articles based on ongoing support cases or review past cases to improve existing content. She noted that the first happens automatically, while the second can be triggered by a system admin.

In her blog post, Taylor explained how the knowledge management agent works as well as how to configure it.

How to create and modify a segment in Customer Insights – Journeys using the web API

On the Inogic blog, Sam Kumar showed you how to create a new segment in Dynamics 365 Customer Insights – Journeys and add people to it using the Dynamics 365 Web API.