Knowledge Articles for Field Service

  • 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.

Sources:

Microsoft: https://youtu.be/W4SKfynrjXU

Last Updated on July 6, 2021

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