Add a button to insert KB articles in email replies
Right now I need to locate the article independently and then click on email it from the case. However this loses track of the original email. I'd like to have a button where I can insert a KB article on an email reply. We have buttons for email templates and signatures which are both old scho...
CRM 2016 Knowledge Base Article Content Section of the Interactive service hub - Article Templates
Hi
In using the new knowledge base in CRM 2016 I have found there is no "Article Templates' option for creating the content of the article. In the old versions of CRM OOTB you had "Procedure, Question & Answer, Solution to a Problem, Standard KB Article" this functionality is mi...
Thank you for your feedback.
We released this feature as part of the functionality in Oct, 2019.
Please refer to the following link for more information:https://docs.microsoft.com/en-us/dynamics365/customer-service/create-templates-knowledge-article
Sincerely,
PM,
Microsoft.
Information category on article entity.
On article entity, it would be great to be able to choose multiple information categories as required item.
Cannot choose them currently.
Thank you for your feedback.
We released this feature as part of the functionality in Dynamics 365 Knowledge Management on CSH and other UC Apps. Customers can related an article to multiple categories.
Please refer to the following link for more information: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/portals/configure-knowledge-categories-articles
Please let us know if you are referring to any other feedback as part of this idea.
Sincerely,
PM,
Microsoft.
Setting of increasing the number of characters of [Topic] name on the record view.
There is [Topic] name in [Summary] Tab on the record and it becomes to be omitted in the form like [...] and cannot display fully if topic name has many number of characters. Some users need to display more characters on [Topic] name for distinguish records. Currently there is no settings which ...
Configuration setting to set default language for Knowledge Article
Surprisingly enough the default organisation/environment language is not used when configuring new Knowledge Articles. Instead "English - United States" is selected by default. The product team should strongly consider changing that behaviour so it matches the default language set at the organ...
blicThank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
Sincerely,
PM,
Microsoft.
Search for
This issue is to support a large program on an on-premise environment, in which our application will support calls in a total of 13 languages with numerous call types. Each call type provides the CSR (customer service representative) with FAQs in order to assist the caller.With the goal of ass...
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap with Relevance Search for online environments.
Sincerely,
PM,
Microsoft.
Ability to import pictures for inserting into Knowledge Articles
Currently, all pictures have to be available in an externally hosted website. The user has to copy the URL and insert this into the Article.
Most competitor apps allow users to upload pictures into an Image Library within the Knowledge app
Thank you for your feedback.
This is a great suggestion! We are working on inline image feature now, so you can copy/paste image or upload image from file explorer, please check release notes.
Sincerely,
PM,
Microsoft.
Knowledge article search for related information (especially related products)
If you create one of the new knowledge articles it is possible to add some "related information". E.g. related products. So the knowledge article is linked with the product. Problem is that if you're working in an incident you can't search an article which includes the related product. Idea is...
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
We are looking at adding more filtering options during knowledge search (like product) in upcoming releases. We will keep the idea updated accordingly.
Sincerely,
PM,
Microsoft.
Ability to merge CRM fields on KB Articles
It would be great having the ability to include CRM fields from entities like Contact and Account for example to personalise the KB Articles content before it gets sent via email. I understand that in some use cases, the KB Articles might be more generic and get published via Portal, however m...
Thank you for your feedback.
We need some more details to understand your suggestion better. Can you please help us by answering the following questions?
1. Is the ask here to be able to merge CRM fields from other entities only during sharing the article over email with customers? Is it also to personalize the articles shown based on CRM source entities data?
2. Is the ask here to be able to merge CRM fields from other entities on to the email body, along with knowledge article content?
Sincerely,
Karthik Gangidi, PM,
Microsoft.
KB Article links to other articles in content
Currently there is no easy / user-friendly way to add links between articles within the article content. Some sort of tag format that could link by article number or title would be excellent.
Administrator
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
Sincerely,
PM,
Microsoft.