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...
Provide a stable “root URL” for Knowledge Articles that always opens the latest active version
Currently, when a Knowledge Article in Dynamics 365 is released as a new version, a new version‑specific URL is generated. If this URL is referenced in other documents, emails, or systems, those references continue to point to the older version and do not open...
Allow Customization of the Knowledge Article Preview Screen in Dynamics 365 Customer Service Workspace
Currently, when agents search for knowledge articles in the app side pane of Customer Service Workspace and double-click to preview them, the display is restricted to a fixed, system-controlled set of fields (Title, Favorite count, Views, Modified date, and Content).
There is currently n...
Dataverse Search should apply filters to Knowledge Articles when enabled for indexing.
Enabling the Knowledge Article table for Manage search index , will search all the knowledge articles including Draft status and it should only include published articles.
Keep Search Bar and Pop-out Controls Interactable When Opening Knowledge Articles via “Selected from Suggested List”
When a user selects a Knowledge Article surfaced through the “Selected from suggested list” option in Dynamics 365 Customer Service Workspace, the search bar and pop-out button controls become non-interactable. This interrupts workflow, prevents rapid...
KA optimized bulk APIs (such as CreateMultiple and UpdateMultiple) to efficiently create or update in a single request
While Dataverse provides optimized bulk APIs (such as CreateMultiple and UpdateMultiple) to efficiently create or update records in a single request, these methods are not supported for Knowledge Articles; therefore, bulk Knowledge Article records must be created and updated through individual...
Automated Co‑Pilot Filters for Dynamics 365 Knowledge Article Search
In Dynamics 365 Customer Service, Knowledge Search and Co‑Pilot currently use separate mechanisms to determine which articles are surfaced. Knowledge Search relies on user‑selected filters, whereas Co‑Pilot uses AI‑driven retrieval based on intent and metadata. Because these systems operate in...
Expand the Visible Display Area of Knowledge Articles in Dynamics 365 Knowledge Search
When a user opens a Knowledge Article from the Knowledge Search results within Dynamics 365, the article is restricted to a narrow central third of the screen. This constrained viewing area significantly limits readability and forces excessive scrolling, especially for articles containing step...
Custom Font Support in Dynamics 365 Knowledge Articles
Organizations using Dynamics 365 Customer Service require the ability to apply custom and branded fonts within Knowledge Articles to maintain brand consistency across internal and external channels. Current behaviour within Dynamics prevents fonts from being applied consistently, retained reli...
Expand images in knowledge articles
Summary
When viewing knowledge articles through the Knowledge Search panel (e.g., in Customer Service workspace or Omnichannel), embedded images appear only as static thumbnails and cannot be expanded, enlarged, or opened in a modal viewer