75

KB Article links to other articles in content

Currently there is no easy / user-friendly way to add links between articles within the article content. Some sort of tag format that could link by article number or title would be excellent.

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10 Comments

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Category: Knowledge Management (92)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for proposing the idea. We have added it to our active backlog and evaluating further.

We are looking into ways to copy article url of one article inside content field of another article while showing a suggestion of similar articles in the authoring form (using Copilot). If this approach sounds good, please let u sknow or else suggest other approaches that you see fit.

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 (92)

STATUS DETAILS
Completed
Ideas Administrator

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

Sincerely,

PM, Microsoft.

33

Enhance KB-Search control for agent experience

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5 Comments

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Category: Knowledge Management (92)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

We have added these to our active product backlog and will be planned as suitable. We encourage you to add more votes (if these are relevant to you!) so that it becomes easier for us to prioritize them.

29

Option to disable validation and auto-format of HTML code in KA editor

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4 Comments

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Category: Knowledge Management (92)

STATUS DETAILS
Needs Votes
Ideas 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.

28

Relevance Search should respect KB-Article's Language-Settings

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0 Comments

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Category: Knowledge Management (92)

STATUS DETAILS
Under Review
Ideas 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.

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

Read more... 4 Comments

Category: Knowledge Management (92)

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

Read more... 2 Comments

Category: Knowledge Management (92)

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.

15

To have auto refresh Category subgrid inside Knowledge Article entity

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0 Comments

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Category: Knowledge Management (92)

STATUS DETAILS
Needs Votes
Ideas 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.

15

Knowledge article search for related information (especially related products)

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1 Comments

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Category: Knowledge Management (92)

STATUS DETAILS
Under Review
Ideas 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.

14

Notify me of cnhages to a Knowledge Article

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1 Comments

Read more... 1 Comments

Category: Knowledge Management (92)

STATUS DETAILS
Needs Votes
Ideas 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.