43

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...

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0 Comments

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Category: Knowledge Management (57)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback, it is planned in Oct 2020 release wave.  

Sincerely,

PM,

Microsoft.

23

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...

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4 Comments

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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.

16

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...

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2 Comments

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Category: Knowledge Management (57)

STATUS DETAILS
Completed
Ideas Administrator

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.

13

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.

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0 Comments

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Category: Knowledge Management (57)

STATUS DETAILS
Completed
Ideas Administrator

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.

 

7

Ability to import pictures for inserting into Knowledge Articles

Currently, all pictures have to be available in an externally hosted website.  The user has to copy the URL and insert this into the Article.

Most competitor apps allow users to upload pictures into an Image Library within the Knowledge app

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3 Comments

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Category: Knowledge Management (57)

STATUS DETAILS
Completed
Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We are working on inline image feature now, so you can copy/paste image or upload image from file explorer, please check release notes. 

Sincerely,

PM,

Microsoft.

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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0 Comments

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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.

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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0 Comments

Read more... 0 Comments

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.