KB Search Control (on Case) should display already "Linked" Articles by default.
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
Require a setting to block "Email Content" button on Knowledge Article if KB Article is marked as Internal = TRUE
Articles marked as "Internal" are still available to be linked and emailed to customers through the Case. If an Article is marked as "Internal" we need to be able to stop the system from allowing the email to be generated and sent to an external Customer.
Supporting Vanity URL's
When using the knowledge management portal, it would be good to have a URL slug available for knowledge articles or the ability to setup re-write rules for knwoledge articles so instead of looking like this:
https://knowledge.domain.com/knowledgebase/ka-111000 (using the {kbnu...
Signalling of previously opened Knowledge Articles
When I see the list of knowledge articles present in a case, I would like to be able to tell apart the articles that I have already opened and read for the management of the same case.
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.
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.
Display APSX file in Knowledge Article that integrate from SharePoint
Please help to add APSX file to be supported in Knowledge Article that integrate from SharePoint
Need a way to prioritize important articles other than just keywords
Coming from Oracle Service Cloud, I'm surprised how few options there are for controlling search results. Sometimes you want to prioritize important articles that contain similar key words, or you want a customer to read an introductory article first before they move on to other articles throu...
Preserve the same Font-Size in a Knowledge Article When it is being added to an e-mail
The font size selected during creation of a Knowledge Article is not the same when it is added to an e-mail.
For example:
- Knowledge Article KA1 is created with the font Verdana 12.
- When responding a customer's inquiry, KA1 is insertet to the e-mail response....
STATUS DETAILSNew
Localization for knowledge article categories
There is currently no built-in way to translate categories for knowledge articles. These come up in the knowledge base navigation of the partnerportal template for example.
The idea is to add a translation to categories in the same way as is available for knowledge articles.
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.