• Kyle Hill

Kylie Bot Part 8B - Knowledge Articles

If your bot didn’t return any articles from the previous post, it is probably due to the fact that you either don’t have any Knowledge Articles in your Dynamics 365 instance, or if you do have Knowledge Articles, they are not in a published state. Either way, this post will explain the process so that Knowledge Articles are available through both Kylie Bot and the portal we have previously deployed with our Dynamics 365 instance. First things first, let’s navigate to the Settings menu item and then select ‘Articles’ and you should see the following:


Notice the yellow information towards the top of the screen. The information bar includes a link to the new Knowledge Article functionality that Dynamics 365 is moving towards. Click on the link in the yellow information bar that says ‘Access it here’ and you should then see the following:

This is the Interactive Service Hub and it is preparing a set of customisations with a particular focus around the Service element of Dynamics 365. More on this in later blog posts. Once here and the page has loaded successfully, you should see a screen like this:

You will then need to select ‘Service’ from the menu bar and then click on ‘Knowledge Articles’ like this:

You should then be presented with a screen similar to this (yours may not have entries in it):

Click on the ‘New’ button in the top right hand side of the screen and you should observe the following:

Fill out the form similarly to the above. Click ‘Save’ in the top right hand side of the screen to confirm the creation and you should then see the following:

*Notice that the Major Version field has now been populated and that the status of the Knowledge Article has been set to ‘Proposed’.

The easiest way to move the Knowledge Article through its different stages is to use the Business Process Flow bar at the top of the screen. Click on the first stage (‘AUTHOR’) and you should see the following:


Complete the fields and then click on the ‘Next Stage’ button at the bottom of the dialog. You will then be presented with the following dialog from the ‘REVIEW’ stage:

Select 'Approved' from the drop down list and you will then be asked to confirm the approval of the Knowledge Article like this:

Clicking on ‘OK’ will confirm the status and complete the ‘REVIEW’ stage like this:

To progress, click on the ‘Next Stage’ button and you should see the following dialog appear:

Complete the dialog as above and save the record by clicking the save icon in the bottom right hand corner of the screen. Finally, click on the ‘MORE’ button in the top right hand side of the screen where you will then be presented with the following:

Select ‘PUBLISH’ from the drop down, resulting in the following fly-out:

Confirm the fly-out by clicking the ‘PUBLISH’ button in the bottom right hand corner of the screen. The result will now be the following:

*Notice that the status of the Knowledge Article has now been set to ‘Published.

**Also note, the Knowledge approval process is governed by security roles but because I am a System Administrator, I have the ability to perform all functions within the system.

That’s it! Well done on publishing your first article. Repeating the steps from the Kylie Bot Part 8 post will result in the Knowledge Article we just created, being surfaced by Kylie Bot like this:

And displayed on the portal like this:

Awesome, now you can add as many Knowledge Articles as you like! Look out for the next post on publishing Kylie Bot into the real world!

#KnowledgeArticle

As an innovative technology pioneer, I focus on the Microsoft Business Applications platform and on creating value-generating solutions, which also include IoT, AI and Mixed Reality.

See this blog and more on the Dynamics Community and my MVP profile

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© 2020 by Kyle Hill

London, UK

kyle@daringdynamics.co.uk