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...
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.
This is a great suggestion! There are multiple feedbacks in the list, some of them will be taken care in recent release wave and some will be taken care in future release wave, please keep monitoring the release notes to get latest information.
Sincerely,
PM,
Microsoft.
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...
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....
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.
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.
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.
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.
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.
Enable KB article rating (thumbs up) within the Relevance Search result list
Relevance Search is very powerful and the filter options allow you to find a KB article much easier and more granular, without the need to create various views or the need to enable "Knowledge Search" in the site map. Here is what should be implemented: when you search for a KB article by using ...
Administrator
Thank you for your feedback, it is planned in Oct 2020 release wave.
Sincerely,
PM,
Microsoft.