5

Customer Service Knowledge Article Hyperlink Issue

Hi Team,

I’m writing to report an issue we've encountered in Dynamics 365 related to hyperlink behavior in Knowledge Base articles.


Here’s what we’ve observed:


Suppose we have two articles—Article A and Article B. In Article A, we include a hyperlink to ...

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Category: Knowledge Management (130)

STATUS DETAILS
New
3

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 

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Category: Knowledge Management (130)

STATUS DETAILS
New
1

Able to modify the search bar for Knowledge articles to search for title only as well adding another tabs next to Favorites for easier tracking

Requesting a feature in the Knowledge Search function that allows searching only by the subject of knowledge base articles, excluding the content of the articles.



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Category: Knowledge Management (130)

STATUS DETAILS
New
1

Custom Help Pane Feature toggle stays on when selected

When the Custom Help Pane feature is enabled in a given application/environment, this should stay enabled for the foreseeable unless it is switched off manually.

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Category: Knowledge Management (130)

STATUS DETAILS
New
2

Content Access Levels in Power Pages in Enhanced Data model websites

This is a very useful feature in the Standard Data model, for ensuring the correct clients see the correct Knowledge Articles, based on the product they have and need resources for.

Unfortunately this isn't currently available in Power Pages websites built using the Enhanced Data model, ...

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Category: Knowledge Management (130)

STATUS DETAILS
New
1

KA search box that uses record type functions inconsistently

Based on the record type, with case, we can target a text field that will get append automatically into the KA search box. However, the success rate is about 60% to 70% when creating the case for the first time (after closing the case and accessing it again, the function works properly).

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Category: Knowledge Management (130)

STATUS DETAILS
New
1

Customize "Propose New Knowledge" to use data from custom activity types in the timeline

Currently the Copilot Knowledge Creation only considers out of the box activity types (appears to be emails, notes) as well as text fields on the case.

Can we have a feature so that we can customize what activity types it looks at?


for example, we have a custom activity...

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Category: Knowledge Management (130)

STATUS DETAILS
New
1

Propose New Knowledge should preserve hyperlinked text when turning a resolved case into a knowledge article

When a case correspondence includes links, sometimes the linked text loses it link when it is re-arranged by the Generative AI during "Propose New Knowledge".


For example, the answer to the customer may have included something like "click here to download the software update",...

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Category: Knowledge Management (130)

STATUS DETAILS
New
1

Include Dataverse Search terms and activity in Search Insights Analytics

Search Insights is limited to supplying Search Terms, user behavior, and relevance ranking for only the Knowledge Search component. Dataverse search is much more 'modern' yet the interaction with Dataverse/Global search at the top of the screen in D365 is not logged anywhere. This seems like a...

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Category: Knowledge Management (130)

STATUS DETAILS
New
4

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: