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.
A feature that allows us to customize the quick find view of knowledge articles.
We want a feature that allows us to customize the quick find view of knowledge articles.
In order to search Knowledge articles, the quick find view must contain the following columns.
Knowledge Article when opened in a new window should adjust accordingly similar to other D365 forms
When you open a knowledge article from a case the display of the said article should adjust accordingly when opened in a new window. Right now, when you open an article specially with images inside the article the display is small and does not adjust as per the aspect display of the window. This...
Setting of increasing the number of characters of [Topic] name on the record view.
There is [Topic] name in [Summary] Tab on the record and it becomes to be omitted in the form like [...] and cannot display fully if topic name has many number of characters. Some users need to display more characters on [Topic] name for distinguish records. Currently there is no settings which ...
Search for
This issue is to support a large program on an on-premise environment, in which our application will support calls in a total of 13 languages with numerous call types. Each call type provides the CSR (customer service representative) with FAQs in order to assist the caller.With the goal of ass...
Thank you for your feedback.
This is a great suggestion! We will consider this in our roadmap with Relevance Search for online environments.
Sincerely,
PM,
Microsoft.
Authentication token to be shared between Dynamics 365 and SharePoint Online
When a user login a knowledge center CRM Portal site via Azure AD, the authentication token mechanism can only be shared within the CRM Portal website itself, and the token is unable to be used to retrieve data from a SharePoint Online site. This is because CRM uses the Form_Context mechanics...
Persistent URLs for articles
Currently links to articles are version dependent. So if an article gets updated links made to it previously will then go to the archived article - and there's no way to automatically update links. It would make sense for links to be based on the persistent article ID number. Also ideally links w...
Ability to merge CRM fields on KB Articles
It would be great having the ability to include CRM fields from entities like Contact and Account for example to personalise the KB Articles content before it gets sent via email. I understand that in some use cases, the KB Articles might be more generic and get published via Portal, however m...
Thank you for your feedback.
We need some more details to understand your suggestion better. Can you please help us by answering the following questions?
1. Is the ask here to be able to merge CRM fields from other entities only during sharing the article over email with customers? Is it also to personalize the articles shown based on CRM source entities data?
2. Is the ask here to be able to merge CRM fields from other entities on to the email body, along with knowledge article content?
Sincerely,
Karthik Gangidi, PM,
Microsoft.
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
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.
Provision to Filter Categories for Knowledge Article based on User Settings
Provision to Filter Categories for Knowledge Article based on User Settings.
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.