Top knowledge base articles report

Dynamics CRM 2016

Updated: November 1, 2016

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM Online, Dynamics CRM 2016

The information in the report helps you identify which issues your customers are asking about so that you can address those problems and improve your product or service. When a service agent receives a support call or email, the agent searches the knowledge base to see if there is a KB article that can answer the customer’s question. This report tells you which of those KB articles are being used the most.

You can change the Group by filter to see knowledge base articles grouped by subject of the article or case, or by the product associated with the case.

Report of  top knowledge base articles in Dynamics 365