Final answer:
To link a KB article to a case in Dynamics 365 Customer Service, access the case record, use the search to find the article, and then attach it. For sharing the article with the customer, use the built-in email function to send the article's link directly to the customer’s email address.
Step-by-step explanation:
To address the student's needs involving Dynamics 365 Customer Service, you need to take two actions: Link the knowledge base (KB) article to the case, and then share the article with the customer by emailing a link.
Attaching the KB article to the case:
- Navigate to the case record.
- Look for the Knowledge Base section or a related tab where KB articles can be linked.
- Use the search functionality to find the relevant KB article.
- Select the article and link it to the case using the specified Dynamics 365 functionality (often a button or link saying 'Link' or 'Attach').
Emailing a link to the customer:
- Once the article is attached, find the option to share or email the KB article within the case record.
- Use the built-in email functionality to generate a new email.
- Insert the link to the KB article, which might be available as a direct input from the case’s linked KB articles, into the email body.
- Fill in the customer’s email address and any necessary message, and send the email to the customer.
This will effectively add the relevant information to the customer's case and provide them with the resources they need directly in their inbox.