Customer Knowledge Management Agent
Keep knowledge evergreen—surface, draft, and improve articles from real cases.
Customer Knowledge Management Agent in Dynamics 365 Customer Service keeps the knowledge base relevant and actionable. It surfaces the most relevant articles in real time while reps work on a case, flags gaps and outdated content, and suggests new knowledge based on patterns from real interactions—turning everyday cases into continuous knowledge improvement.
What this agent does
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Surfaces the most relevant knowledge articles in real time during case work.
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Matches knowledge contextually to the case to reduce searching and context switching.
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Flags missing or outdated knowledge based on trends across cases.
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Suggests new articles and drafts content based on real interactions.
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Improves self-service and consistency by keeping the knowledge base evergreen.
What you can expect
Measured as fewer escalations and lower handling time due to faster knowledge lookup (AHT, escalation rate).
Measured as improved FCR and self-service success; track deflection rate and CSAT.
Measured as knowledge freshness (age of top articles), article gap closure rate, and article attach rate.
Measured as reduced time spent searching for answers per case and faster time-to-answer (before vs after).