If the customer has a view into the Dynamics 365 knowledge base (e.g. via the Customer Portal), then an agent can send her links to knowledge base content with a few simple clicks. The best way to illustrate this feature is with an example.
Let's say the customer is waiting on a package delivery. She types the following into the chat: "My delivery never arrived". The agent thinks there may be a knowledge base article on this topic, so she clicks on the "Knowledge Base" icon to launch a search.
The knowledge base search widget launches in the left panel. The agent can then make a Knowledge Base search but copying or amending the customer request into the KB search
Clicking on a search result activates the "Send to Chat" button in the KB Search toolbar.
If the agent clicks on this button, a public-facing URL linked to the same article will be copied into the chat widget.
Once the agent clicks "Send", the URL appears in the conversation as a clickable link.