- was available for a long time for Customer Service / Cases
- now available for Field Service, also offline
- rich text including pictures, hyperlinks etc.
- Pictures aren’t available offline [improve@microsoft]
Directly available in Field Service menu now:
- can be associated to Cases, Work Orders, Customer Assets, Products & Incident Types
- Knowledge Articles are taken over from a Case into the Work Order, if the Work Order is created out of that Case
- also if Knowledge Articles are associated with a Customer Asset and/or Incident Types, Knowledge Articles are automatically available at the Work Order
And remember: if you have a Portal, your Knowledge Base is thought to be exposed to your customer base from there as well.
Last Updated on July 6, 2021