Customer Service
Knowledge Article Drafting Agent
Human-approved · Starter · Medium severity
Works with: D365 Customer Service or CE, SharePoint, Teams
The problem
The same problems get solved repeatedly because resolutions live in closed cases nobody rereads. Writing knowledge articles is everyone's job, which means it's nobody's job.
What the agent does
- Trigger: weekly.
- Clusters recently resolved cases by similarity; finds recurring issues with no matching knowledge article.
- Drafts an article per cluster from the resolution notes: symptoms, cause, fix steps, applicable versions/products.
- Human approval: a senior tech reviews/edits; approved articles publish to the knowledge base.
- Feeds the self-service answer agent — the two compound.
You need this if
- Repeat cases for known issues
- Knowledge lives in two senior people's heads
- Self-service agent lacks content to answer from
Who uses it
Support team, service manager.
What goes in, what comes out
In: resolved cases, resolution notes, existing KB. Out: drafted articles queued for review; gap report.
Why it pays
Compounds: every article deflects future cases and trains new hires. Pairs with the self-service agent to grow coverage automatically.
Built to be trusted
- Nothing publishes without technician approval
- Strips customer-identifying details from drafts automatically — verify in review
- Runs entirely in your Microsoft tenant — first-party connectors, DLP-enforced, your permissions model.
Want this running in your tenant?
The full implementation spec — trigger design, connectors, licensing plan, and governance setup — is what we bring to the scoping call.