Understanding the Customer Service Hub

In Dynamics 365, the Customer Service Hub allows you to access data faster and work smarter by making all the activities available in one place.

The following scenario explains how to make things work in Dynamics 365:

Let's configure a knowledge article using the Customer Service Hub:

1. Open the Customer Service Hub:

2. Click on the menu and select Knowledge Articles:

3. Click on the +New button on the menu bar:

4. A new form will open. Enter Title and click the Save button:

5. Scroll down and add content to the Knowledge Article:

6. Click on the business process flow and fill out the necessary fields:

7. Click Next and change the Review status to either Approve or Reject:

8. Finally, complete the final publish stage and Publish the Knowledge Article: