Overloaded teams
Self-service and knowledge management with the Power Platform
Knowledge sits in people's heads. Teams keep answering the same questions over and over.
Typical situations where this challenge surfaces
If one of these cases sounds familiar, it usually pays to take a closer look at process, data and ownership.
Support team buried in tickets
Support receives many similar requests on standard topics every day. Each is answered individually even though the answers are largely the same. The team is overloaded.
Sales waiting on product info
Sales reps have to ask product specialists in order to answer customer questions. That takes hours or days. Deals slip or are lost altogether.
Onboarding without structure
New hires lean on experienced colleagues because processes and knowledge are not documented anywhere. That ties up senior staff and delays productivity.
What's really behind it
Knowledge sits in people's heads. Teams keep answering the same questions over and over.
Expert knowledge is not documented and only lives in people's heads
Teams answer the same recurring questions every day
New hires take a long time to become productive
Holidays or sickness create knowledge bottlenecks
There is no way to scale because every answer goes through a person
What we change together
With knowledge platforms and self-service we make know-how scalable and easy to access.
A central knowledge base built on Dynamics 365 Customer Service
Self-service portals for customers and employees, built with Power Apps
AI-driven chatbots for frequent enquiries
Automatic suggestions based on similar cases
What gets noticeably better for your team
No technology for technology's sake — the value has to be visible in daily work.
Fewer recurring support requests thanks to self-service
Knowledge available 24/7 with no extra headcount
Faster onboarding for new staff
Scalability without proportional hiring
Higher employee satisfaction as the team is relieved of routine load
How we start without overloading
Depending on maturity, we start small, validate the value and then expand in a controlled way.
Assessment
We clarify the problem, priority, value and the smallest sensible starting point.
Rapid Delivery
A clearly scoped process is made visible and usable quickly.
Full Implementation
For end-to-end solutions with data model, governance and rollout.
Knowledge audit
Identify frequent enquiries, document expert knowledge and define the knowledge structure.
Knowledge base setup
Build the knowledge base in Dynamics 365 and create articles, FAQs and how-to guides.
Self-service portal
Build a Power Apps portal for customers or an employee portal for staff, complete with search.
Chatbot integration
Implement Power Virtual Agents to answer frequent questions automatically, 24/7.
Ongoing maintenance
Establish processes to keep knowledge current. Analytics show which articles are missing or need updating.
Technology as a means, not an end
We pick Dynamics 365, the Power Platform and Azure so they fit your process, your governance and your team.
Microsoft Dynamics 365
Dynamics 365 Customer Service - knowledge managementPower Platform
Power Apps Portals - self-service portals
Power Virtual Agents - AI chatbots
Power Automate - automated ticket routing
Dataverse Search - intelligent searchMicrosoft 365
SharePoint - knowledge base
Teams - integration for quick accessWhat the solution can look like
Indicative building blocks from Dynamics 365 and the Power Platform. The exact shape emerges from your process.
Example view
Dynamics 365 knowledge base
Central knowledge base with categories, search and ratings
Example view
Power Apps self-service portal
Customer portal with self-service options, an FAQ area and case creation
Example view
Power Virtual Agents chatbot
AI chatbot with natural language understanding for automated request handling
Often relevant in these industries
Industry helps frame the picture. What matters most is the specific process inside your company.
Related challenges
Scattered Customer Data, No Complete Picture
Customer data scattered across CRM, ERP and Excel. An incomplete view leads to poor decisions.
Manual processes
Email and spreadsheets are error-prone, and a lot of time is lost to routine work.
ERP-CRM gap & finance data silo
CRM and ERP live in separate worlds. Master data, orders and invoices are reconciled by hand — with delays, errors and duplicate maintenance.
Contact & Initial Consultation
Let's discuss your challenges
Free Initial Consultation
In a free initial consultation, we identify the levers with the greatest benefit and outline a feasible path to implementation.
- Analysis of your current challenges
- Evaluation of solution approaches
- Roadmap for implementation
info@theiasolutions.ch
Phone
044 561 56 83
Address
Wasserwerkstrasse 2
8006 Zürich