When we firstImplemented Dynamics 365 in our organization, everything looked good on paper. We had the setup in place, users were trained, and the system worked. But as soon as people started using it in real time, I noticed a growing wave of questions.
“How do I update a sales quote?”
“Where can I check the approval status of a purchase order?”
“Who owns this workflow?”
I realized that even though our system was technically working, people still felt lost. That’s when I knew we needed more than just a training session we needed an internal knowledge base, specific to our Dynamics 365 setup, that people could refer to anytime.
This post breaks down how I built it, what tools I used, and why I strongly recommend every Dynamics 365 user team have one.
Step 1: Start Small and Build Based on Questions You Actually Get
I didn’t sit down with the goal of writing a massive manual. That would’ve been overwhelming and probably outdated within weeks. Instead, I paid attention to the questions that kept coming up. If someone asked the same thing twice, I wrote it down. If I found myself explaining the same steps repeatedly, I turned it into a quick article or guide.
Over time, I had a growing list of real, relevant content people actually needed
Step 2: Use Tools You Already Have
I didn’t invest in expensive software or complex platforms. Our team was already using Microsoft 365, so I built the knowledge base using tools we were all familiar with:
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SharePoint for organizing and publishing articles
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OneNote for drafting and collaborating
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Loom or Clipchamp to record short walkthrough videos
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Teams to collect feedback and suggestions
This made it easy for anyone to contribute or access the content without needing additional training or logins.
Step 3: Keep It Focused on Real Tasks
I avoided dumping in generic Microsoft documentation. Instead, each entry was based on a real use case inside our own environment. For example:
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“How to approve a vendor invoice in our workflow”
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“Steps to add a new item to the sales catalog”
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“Troubleshooting common inventory sync issues”
I wrote each guide in plain language, added step-by-step screenshots, and included tips like what to avoid, common errors, or reminders to double-check entries.
Step 4: Make It Easy to Navigate
If people can’t find what they need in under 30 seconds, they’ll stop using the knowledge base. So I made everything searchable, categorized by module (Finance, SCM, Sales), and added keywords to every page.
I also included a "Start Here" guide for new users, with a list of the most common beginner tasks like logging in, resetting passwords, and entering time entries.
Step 5: Invite Others to Contribute
One of the best decisions I made was not trying to own the whole thing myself. I asked team leads and power users to write quick guides about the parts they knew best. I gave them a simple template:
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What’s the task?
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Why is it important?
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How do you do it?
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What’s the most common mistake?
This not only saved me time but also gave the knowledge base more credibility because it reflected how people were really using the system.
Step 6: Keep It Updated and Relevant
Processes change. Forms change. People change roles. I do a quick monthly check to make sure the top-viewed articles are still accurate. If anything is outdated, I update it immediately. I also send out a quarterly reminder asking the team if they’ve spotted anything missing.
Even a small update can make a big difference in how useful the content stays.
Why It Was Worth It
Since launching our internal knowledge base, here’s what changed:
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Fewer repetitive support requests
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Faster onboarding for new users
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Improved process consistency
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Higher confidence among non-technical users
But most importantly, people started feeling more in control of their work in Dynamics 365. They stopped guessing and started learning, and that shift alone made this entire effort worth it.
Final Thoughts
If you’re using Dynamics 365 and finding that your users still rely heavily on you or your IT team for basic tasks, you need a knowledge base. It doesn’t need to be fancy. It just needs to be practical, searchable, and tailored to your setup.
Start small. Write what people ask. Use the tools you already have. And make it part of your culture.
Your future self and your team will thank you
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