Knowbler-Dynamics: Configuration in Knowbler

The first step to creating knowledge with Knowbler is to link your Microsoft Dynamics org to Knowbler and then map case fields to knowledge articles for auto-populating article drafts. This article covers both linking and mapping.

Prerequisites

• Knowbler Subscription for SearchUnify Users

Add Connection

Knowbler uses a password management system to simplify authorization. The system stores the passwords linked to your Microsoft Dynamics instance. It's recommended to store the passwords first. The alternative is to take a detour during configuration.

1. Log into Knowbler.

2. Expand Administration, open Connection, and click Add Connection.

   

3. Select Microsoft Dynamics in Choose Your Platform.

4. In Connection Name, insert a descriptive label. Labels help you distinguish passwords from one another when you have stored several of them.

5. Client URL is your Microsoft Dynamics instance URL.

6. Client ID, Client Secret, and Client Tenant ID are used to authenticate your Microsoft Dynamics credentials. You can find the Client ID in Power Apps. To find Client Secret and Client Tenant ID, check out Configuration in Microsoft Dynamics.

   

7. After filling all the details, click Connect & Save.

8. A pop-up appears. If you aren't already logged into Microsoft Dynamics in another tab, you will be asked to log in. Log into your instance and allow Knowbler to connect with the instance.

9. After successful linking, you can view the saved Connection in Added Connections.

   

Use and in Action to edit and delete a saved credential. Editing is necessary when your login credentials change.

NOTE.

Editing impacts mapping. If you have edited a Connection, don't forget to review mapping.

Configure Service Desk and Knowledge Management Tool

Two terms have been used multiple times in this section: Service Desk and Knowledge Management Tool.

A Service Desk is where support agents work and resolve cases. In comparison, a Knowledge Management Tool is where support articles are drafted and published. Microsoft Dynamics fulfills both functions, therefore it's a Service Desk and a Knowledge Management Tool.

1. Log into Knowbler.

2. Go to Clients, and click Add Client. NOTE. First time users can use Get Started.

3. Select Microsoft Dynamics.

   

4. A Knowbler can be configured for multiple service desks. Each service desk has a unique name inside the app. Give your service desk a descriptive label in Name.

   

5. From Connection, select the Connection added in the previous section. NOTE. If you haven't added a Connection, click Add New and follow the instructions from the previous section.

   

6. Click Next.

7. Give your Knowledge Management System a label in Name and click Next. NOTE. Next remains disabled until data has been entered in both fields—Name and Connection—and a link between Knowbler and Microsoft Dynamics has been established successfully.

You land on the mapping screen now where two configurations can be seen:

• Article Sharing Settings is used to configure public article URLs. What goes into the public URLs is configured in this section.

• Field Mapping is used to map article fields to either a custom template or a Master template in your Salesforce org.

Article Sharing Settings

NOTE.

Without this configuration, articles cannot be shared with customers through a public URL.

Articles stored in Microsoft Dynamics have static public URLs in the format: https://crm.dynamics.com/main.aspx?appid={{appid}}&{{custom}}. Through Article Sharing Settings, you can configure the data that goes into the last part, {{custom}}.

If you insert the title field to the {{custom}}, then the new public format is going to be https://crm.dynamics.com/main.aspx?appid={{appid}}&title=new-article. To start, click Article Sharing Settings.

The first setting is Reference or Resolution (Article Type Input). It's inactive in the default state. When you turn it on, the agent composing an article in Knowbler gets a pop-up each time he shares an article. The pop-up asks the agent if the article is a reference or a resolution. Turning this setting on is not compulsory.

The next configuration is Create Base HREF, which features all the article fields in the gray box. Drag them to the white box below to create a public URL. Everything that is in the white box goes into {{custom}}

Now, proceed to click Save.

Map Fields

The key advantage of Knowbler is that it gives support agents a template for writing support articles. You can think of a template as a form where each blank is a field. The fields can be Article Title, Article Body, and Article Category. You can pull data into each article field from Salesforce. For example, Article Title can be pulled from Case Subject and Article Body from Case Description.

In Mapping, four Microsoft Dynamic fields are mapped to Knowbler articles: title, description, content and keywords.

1. To map case fields to the article described in this template, open Settings.

   

2. Edit the mapping. Four fields are supported. You can give them new labels.

   

3. Among the four fields, the title field is special. Only for title you can either specify the fields for mapping or use AI to titles. To map fields, select Map with Case Field. To use AI, select Autogenerate Title.

   In the default state, Autogenerate Title creates titles using an Knowbler's in-house AI. It may take a up to an hour to activate.

   When Knowbler is linked with an LLM through the instructions in Configure LLM Integration, then Autogenerate Title uses the third-party LLM to compose titles. Your data is shared with the third-party LLM for title generation.

   

   The titles can take a few seconds to generate.

   While the titles are being generated, the URL field and the Save button are disabled

   You can cancel automatic title generation anytime.

4. Activate the mapping and click Complete.

   

5. Now returning to Your Clients, activate the configuration.