Are you a business that is constantly adapting to the ever changing customer service landscape? Are your customers demanding consistent service delivery standards across multiple channels?

Welcome to the Age of the Millennial, where high expectations and demands are part and parcel of life.

These high expectations are superimposed onto customer service agents whose KPIs are measured accordingly. Now in an ideal world, responding to customers in real-time would not be a challenge. One in which a customer service agent is equipped with the right tools to search for and access knowledge. However, the ideal world scenario does not always exist. In addition to not having the right tools to search for and access information, customer service agents are at times expected to search for information in two or more systems. This not only affects the response time but this also leaves room for error.

Now, let’s step into my nightmare world for a moment.


A couple of weeks ago, I came across a news article about Oceanic Airlines commencing flights from Sydney to Seychelles in May. However, there weren’t any details about the schedule or frequency of these flights. Hence, I decided to call the airline’s customer service centre to enquire about the same.

Sam, the very polite customer service agent, responds to my call but has no clue about flights to Seychelles. I’m not even sure he knows about a place called Seychelles and probably thinks I’m speaking about a destination with beautiful Sea Shells. 🙂

So Sam starts speaking to me about flights to Fiji and Hawaii. I have decided not to waste any more time so I thank Sam and end the call. However, not every customer will respond to Sam in a similar manner. Also, the frustration of not being provided accurate information could result in negative feedback being placed at the end of the call. This triggers a knock on effect demonstrated in the graphic below.

knowledge management capability in mscrm 2016

The new and enhanced Knowledge Management module in Dynamics CRM helps resolve similar issues by providing a centralized repository for capturing and tracking knowledge articles.

The following blog post by the Microsoft Product Team highlights the key functionality available in the Knowledge Management module in CRM.

Knowledge Management in CRM 2016

  • Rich Content authoring
  • Embedded Images and Videos

enhanced knowledge management - embedded images and videos

  • Versioning (Major and Minor version history)
  • Translation
  • Knowledge management context search


To catch a glimpse of setting up a Knowledge Article, stay tuned for A look into the Enhanced Knowledge Management Capability in Dynamics CRM (Part 2)  which will be presented as a screencast to take you through the Knowledge Management module in CRM.