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.
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...
Thank you for your feedback, it is planned in Oct 2020 release wave.
Sincerely,
PM, Microsoft.
Enhance KB-Search control for agent experience
We use the OOB Knowledge Base Search control for multiple customers Since the latest release there are allready some improvements implemented for the admin experience (automatic filtering etc.), but we are missing crucial functionality for the agent experience. It would be great if it's possib...
Thank you for your feedback.
These are great suggestions. We have added these to our active product backlog and will be planned as suitable. We encourage you to add more votes (if these are relevant to you!) so that it becomes easier for us to prioritize them.
Option to disable validation and auto-format of HTML code in KA editor
KA editor validates and modifies HTML codes we put in automatically, which completely changes the layout of the article causing huge impact. Can we have option to disregard the validation and auto-format? Woud like to keep the HTML code as designed by author and render the article as expected....
This behavior is intentional to protect from security vulnerabilities. However, we have noted your suggestions and will evaluate further.
Relevance Search should respect KB-Article's Language-Settings
Relevance Search uses the Dynamics 365 instance's installation language for linguistic analysis / noise filtering / stop words. In a multi-language-environment or in case the default system language is different from the default user/KB-article language, this can lead to very poor results when se...
Thanks for the suggestions. This is currently under review.
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...
Thank you for your feedback.
It was released in Wave 1 2021, please check documentation: Personalize language settings for knowledge article authoring, and filters for search experience - Dynamics 365 Release Plan | Microsoft Docs
Sincerely,
PM, Microsoft.
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.
To have auto refresh Category subgrid inside Knowledge Article entity
To include the associate category inside the knowledge article, it needs to be placed in the "Related Information" section. However, we have found a more efficient solution that avoids the need to navigate to the section. We propose adding another subgrid for categories entity. Although this a...
Thanks for reaching out via idea portal. At high level, it seems like customization. So, we would like to understand why and how tis has helped you and whats the opportunity to generalize this in the product. Request you to provide screenshots and explanations to the above questions.
Thanks,
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 immediate product roadmap.
We are looking at adding more filtering options during knowledge search (like product) in upcoming releases. We will keep the idea updated appropriately.
Notify me of cnhages to a Knowledge Article
Administrator
Thank you for proposing the idea. We have added it to our active backlog and evaluating further.
If you are interested in brainstorming and validating our approach, please indicate.
In the meantime, please continue to vote in support of it if its relevant to you. If you can also add about scale of impact and business significance it has for your org, it will help us pursue this more rationally.