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Draft Knowledge Article

Note

This tool is available by default on the following MCP servers: Dynamics 365 Customer Service. The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability to create a new draft knowledge article in your organization's knowledge base directly from chat.

What it does

The assistant creates a new draft knowledge article in Dynamics 365 with the title, content, and keywords you provide. The article is created in draft status, so it needs to be reviewed and published separately through the Dynamics 365 knowledge management interface.

This is especially useful after resolving a case - you can convert your resolution steps into a reusable knowledge article so other agents can benefit from the solution.

Try prompts like

  • "Create a knowledge article from this case resolution"
  • "Draft a KB article about password reset procedure"
  • "Turn these resolution steps into a knowledge article"
  • "Create an article titled 'How to reset MFA' with these steps"
  • "Save this solution as a knowledge article"
  • "Draft a knowledge article about handling refund requests"

What you'll see in chat

The assistant confirms that the draft article was created and provides the new article ID along with a link to edit the draft in Dynamics 365.

Helpful tips

  • Provide a clear, descriptive title that other agents can search for.
  • Include detailed steps in the content - the more complete your content, the more useful the article will be.
  • Add keywords to make the article easier to find in searches (e.g. "password", "reset", "MFA", "authentication").
  • The article is created as a draft. You or a knowledge manager must review and publish it before other agents can find it in searches.
  • Before creating a new article, search the knowledge base first to avoid duplicates.
  • Use "summarize the resolution steps for this case" first to get a clean summary, then use that as the article content.

Tip

A great workflow: resolve a case, ask for a summary of the resolution steps, then say "create a knowledge article from that summary." This turns one-time solutions into reusable knowledge.

What happens next

After the draft is created, you can continue with prompts like:

  • "Open the article I just created"
  • "Search knowledge articles to check for similar content"
  • "Summarize another case"
  • "Go back to my cases"

Does this change data?

Yes, this creates a new record.

A new draft knowledge article is created in Dynamics 365. The article is in draft status and must be published separately before other agents can see it in knowledge searches.

Prerequisites

This tool requires the following:

  • Knowledge management to be configured. Users must have the knowledge author role to create articles

Learn more in Configure knowledge management.

Tool summary

Property Value
User-facing name Draft Knowledge Article
Internal tool name draft_knowledge_article
Purpose Creates a draft knowledge article in the Dataverse knowledge base

Tool behavior

Creates a draft knowledge article in the Dataverse knowledge base. Typically used after summarize_case_actions to convert case resolution steps into a reusable knowledge article. Returns the new article ID and a link to edit the draft in Dynamics 365.

Annotations

Annotation Value Meaning
readOnlyHint false This tool creates a new record.
destructiveHint false Creates a draft; does not delete or overwrite existing articles.
idempotentHint false Each call creates a new draft article.
openWorldHint Not set Uses default.

Input concepts

Title

Input Description Required
title title (required). Title for the new knowledge article draft. Yes

Content

Input Description Required
content content (required). Body content for the article. Accepts plain text or basic HTML. Yes

Keywords

Input Description Required
keywords keywords (optional). List of keywords to tag the article with for improved searchability. No

Response and UI behavior

Response type

Text-only

No interactive component is rendered. The response confirms article creation with the new article ID and provides a link to edit the draft in Dynamics 365.

Routing notes

Use draft_knowledge_article when:

  • The user asks to create, draft, or write a knowledge article
  • The user wants to convert case resolution steps into a reusable article
  • After summarize_case_actions provides structured resolution content

Don't use draft_knowledge_article when:

  • The user wants to search existing articles - route to search_knowledge_articles
  • The user wants to view an article - route to get_knowledge_article
  • The user wants to format notes without creating an article - route to format_case_note
Tool Relationship
summarize_case_actions Lists resolution steps taken on a case. Output is ideal input for drafting a KB article
search_knowledge_articles Searches existing articles. Check for duplicates before drafting a new article
get_knowledge_article Retrieves a single article. Use to review the newly created draft
format_case_note Formats raw notes. Can prepare content before drafting an article

Data mutation classification

Write / mutation.

Creates a new draft knowledge article record in Dataverse. The article is created in draft status and must be published separately through the Dynamics 365 interface.

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