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...
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.
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.
KB Search Control (on Case) should display already "Linked" Articles by default.
The link feature between Cases and KBs is powerful, but the Search Control starts empty upon load. so if you reload a case that has a link to a KA, you won't see that KA in the search (and be granted the ability to "unlink") unless you search again for that article directly. As such, when an KB ...
Ability to insert an image from SharePoint Online site into Knowledge Article
Image embedded in rich text editor of KnowledgeArticle is not populated, even though the images in SharePoint have "ALL USERS" access permission. Currently, users have to re-upload all images into Dynamics 365 as WebResources, and this is some huge double-work, especially for customers relying fi...
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
Add custom fields to knowledge search results
It is possible to add custom fields to knowledge articles and also to integrate them into the knowledge search criteria, but it is not possible to display additional fields in the search result area.
Customizing options for the search result form would be very helpful.
"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...
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.
Knowledge Base Categories support Web Role
Knowledge Base categories should support the assignment of Web Roles, similar to Knowledge Articles. Without this functionality a portal user is shown empty Categories.
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.