What is the use of Knowledge Articles in Dynamics Field Service?

When field service technicians are onsite performing work, they need to be able to access information to help them solve the problems they encounter.

With knowledge management in Dynamics 365 Field Service, relevant knowledge articles can be associated directly to work orders so that technicians can troubleshoot while on the go. Articles added to work orders can also be based on related incidents, products, and customer assets.

Access to these articles can:

1. Improve first-time fix rate.

2. Guide technicians through procedures and help.

Note: Previously, knowledge management was only available for Field Service through Dynamics 365 Customer Service; it’s now built into Field Service and no longer requires Dynamics 365 Customer Service. If you’re already using Dynamics 365 Customer Service knowledge articles in Field Service, you can still use knowledge management for both.