Notify me of cnhages to a Knowledge Article
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
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Update - we are investing on Copilot capabilities for Knowledge at the moment and will find relevant opportunities to address these ideas that can help make Copilot better for Q&A.
Knowledge article search for related information (especially related products)
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Update - we are investing on Copilot capabilities for Knowledge at the moment and will find relevant opportunities to address these ideas that can help make Copilot better for Q&A.
A feature that allows us to customize the quick find view of knowledge articles.
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Update - we are investing on Copilot capabilities for Knowledge at the moment and will find relevant opportunities to address these ideas that can help make Copilot better for Q&A.
Enable KB article rating (thumbs up) within the Relevance Search result list
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Update - we are investing on Copilot capabilities for Knowledge at the moment and will find relevant opportunities to address these ideas that can help make Copilot better for Q&A.
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.
In Knowledge Articles, anchor links should work as expected even in Designer or Preview mode
According to the official document of creating and managing knowledge article, anchor links do not work in Designer or Preview mode, and we can only test it directly in knowledge search or through portals.
The anchor links should function as expected even in these modes, navig...
Case convert to Knowledge article popup
Please enable the option to customize the "Convert Case to Knowledge Article" popup in Dynamics CRM Customer Service. This feature is essential and requested by users.
Thanks for your feedback. This is not on our roadmap currently. Please keep voting this idea for this to get prioritized.
Regards,
Product Manager,
Microsoft
Unify Knowledge Sources Across "Ask a Question" and "Draft Email" in Copilot for Service
In Copilot for Service, there’s currently a disconnect between the different knowledge-grounding experiences used in the 'ask a question' and 'draft an email' features:
- When using internal knowledge base articles (from Dynamics 365), these are available in both features.
STATUS DETAILSNew
Administrator
Update - we are investing on Copilot capabilities for Knowledge at the moment and will find relevant opportunities to address these ideas that can help make Copilot better for Q&A.