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.
Provsion/Shortcut to create a Case from Knowledge search control.
After KB Search if there is no results then there should be a shortcut button to create case from right there with in Search control component.
Request Multiple language support for KA Category
Problem Description:
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1. We support multiple languages for KA itself, while not for Category.
2. When then KAs are rendered in KA PowerApps Portal side, it's categorized by category by default, However, since multiple language is not supported for category, so all cat...
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...
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.
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.
Option to disable validation and auto-format of HTML code in KA editor
KA editor validates and modifies HTML codes we put in automatically, which completely changes the layout of the article causing huge impact. Can we have option to disregard the validation and auto-format? Woud like to keep the HTML code as designed by author and render the article as expected....
Link all articles added to an email to the corresponding Case from which the email was initiated
Link all articles added to an email to the corresponding Case from which the email was initiated. Often times, more than one KBA needs to be sent to customer. Only the initial article selected to be email on the Case view gets linked to the case. Subsequent articles added to the same email once t...
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)...
Ability to change the auto-suggestion content in Knowledge in the Customer Service workspace app as desired.
Please implement the ability to change the auto-suggestion content in Knowledge in the Customer Service workspace application. Currently, the title of the Case record is used as the search content in Knowledge, which is very inconvenient. If we can insert any value, the operation will be smoothe...