A company implements Dynamics 365 Customer Service for their support desk. Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing…

A company implements Dynamics 365 Customer Service for their support desk. Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent. You need to implement a solution to improve consistency of answers and ensure that agents can share their answers. What should you implement?