Dynamics 365 Contact Center – Update knowledge base using Customer Knowledge Management Agent

Originally posted by Microsoft Oct 1, 2025 Uncategorized 0 Comments

We are announcing the ability to update your knowledge base using the Customer Knowledge Management Agents. This feature will reach general availability on October 31, 2025.

How does this affect me?

Customer Knowledge Management Agent lets you autonomously turn cases and case-related conversations, emails, and notes into knowledge articles that can support your contact center operations. It compares the content of cases against your Dynamics 365 knowledge base to determine if a new article is needed. The agent also ensures that content isn’t duplicated and ensures compliance by removing sensitive data (which can be extended with custom automated compliance checks from your organization).

What action do I need to take?

This message is for awareness and no action is required.

If you would like more information on this feature, please visit the Update knowledge base using Customer Knowledge Management Agent article.

Message ID: MC1162751

Comments are closed.

Joao Ferreira

I've been working with Microsoft Technologies over the last ten years, mainly focused on creating collaboration and productivity solutions that drive the adoption of Microsoft Modern Workplace.

%d bloggers like this: