4

Persistent URLs for articles

Currently links to articles are version dependent. So if an article gets updated links made to it previously will then go to the archived article - and there's no way to automatically update links. It would make sense for links to be based on the persistent article ID number. Also ideally links w...

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Category: Knowledge Management (57)

STATUS DETAILS
Needs Votes
4

Knowledge Management Consumption

Within D365 the only way to consume KM Articles is through another record like a case. Otherwise a Portal needs to be created. Now with UCI, Microsoft should create the capability to search, find and consume KM Articles via the UCI App.

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Category: Knowledge Management (57)

STATUS DETAILS
Completed
Ideas Administrator

An independent knowledge search page is available out of box in the product, please check here for more information: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#independent-knowledge-base-search.  

Sincerely,

PM,

Microsoft.

4

Allow user to tag Knowledge Articles as Favourites

Competitor apps allow Knowledge users to 'tag' an article as a "Favorite" so they can quickly access the article whilst supporting an end-Customer

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1 Comments

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Category: Knowledge Management (57)

STATUS DETAILS
Needs Votes
3

Knowledge Articles: Tracking Content Changes between versions

Currently there does not appear to be any way to see the actual textual/image changes in the content of a Knowledge Article between versions.


The ability to track changes or have view to display the changes would be hugely useful, rather than trying to maintain this in a sprea...

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1 Comments

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Category: Knowledge Management (57)

STATUS DETAILS
New
3

Pin or favorite knowledge articles (Agent experience apps)

Knowledge agents who are frequently using some articles or keep handy some important articles needs an ability to access those quickly. Provide an ability to pin or favorite the knowledge articles for faster access.

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1 Comments

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Category: Knowledge Management (57)

STATUS DETAILS
Needs Votes
3

Machine translation of knowledge articles

Knowledge want to create translations of articles such that they will be able to cater to customers in language of their choice. Provide an ability for knowledge authors to translate knowledge articles into other languages out of the box.

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Category: Knowledge Management (57)

STATUS DETAILS
Needs Votes
3

Knowledge Search - Ability to select fields other than title

Currently, knowledge article uses Case Title by default to show the recommended articles. We should have a way to add more than Case Title in the search field criteria. For eg. we are using two other columns in Case entity to categorize the case (eg. Area: Account Locked Sub Area: Unlock Account)...

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Category: Knowledge Management (57)

STATUS DETAILS
New
3

Enable custom font for KB article Editor

Currently we are not able to select the custom fonts on KB article content please include option for add custom fonts.

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Category: Knowledge Management (57)

STATUS DETAILS
Needs Votes
3

Allow differentiation of English in Personalisation settings

Today you cannot set the English variations in your personal Language settings, you can set English variations in formats, but in Language, English is only available as "English", it is actually set as English US. This has an impact on setting up Knowledge Articles. The best way to set up the se...

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Category: Knowledge Management (57)

STATUS DETAILS
Completed
Ideas Administrator

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.

3

"Hierarchy Settings" for the entity "Knowledge Articles"

Currently it is not possible for me to create a hierarchy for the entity "Knowledge Articles". I asked for a solution in the community but there was none. A user suggest me to send in this problem as an idea for microsoft. So the idea is to enable "Hierarchy Setting" for the entity "Knowledge A...

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Category: Knowledge Management (57)

STATUS DETAILS
Needs Votes