{Do you know} View recently accessed knowledge articles for case on Dynamics 365 Omnichannel

{Do you know} View recently accessed knowledge articles for case on Dynamics 365 Omnichannel

In this post, Malla Reddy Gurram (@UK365GUY) shares insights on a new feature available in Dynamics 365 Omnichannel. Specifically, he highlights the ability for agents to view recently accessed knowledge articles for cases. By doing so, agents can easily review and use them across similar cases without having to search for the keyword again. This feature is said to increase productivity and efficiency for agents using keyword search for knowledge articles in assisted support. It's important to note that this feature must be enabled by administrators for agents. To learn more about this feature and other Dynamics 365 Omnichannel insights, check out the full post on Malla Reddy Gurram's blog.

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