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...
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.
KA Templates and Search within Portal
The OOB templates to display KA's is not editable. So it's not possible to change what is displayed to whom via Liquid. The OOB template is therefore show/hide everything. A liquid template for KA's that controls the content would be helpful in that it would allow the rendering of the content ...
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
Sincerely,
Karthik Gangidi, PM,
Microsoft.
Administrator
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap.
Sincerely,
PM,
Microsoft.