In the Dynamics 365 Customer Service Portal (Power Pages), Copilot-generated suggested Knowledge Articles are not filtered by Product, even when:

• Knowledge Articles are explicitly associated with Products
• Customer Accounts are associated with specific Products
• Product-based segmentation is required for customer self-service

As a result, Copilot suggests irrelevant Knowledge Articles across all products, instead of limiting recommendations to the products related to the signed-in customer.

This behavior occurs specifically with Copilot / AI-powered article suggestions, not traditional subject hierarchy filtering.

Current Behavior

• Copilot suggests Knowledge Articles from all products
• Product associations on Knowledge Articles are ignored
• Product associations on Customer Accounts are not respected
• Subject hierarchy filtering works, but Copilot suggestions do not apply the same scoping
• No supported configuration exists to control Copilot’s filtering logic

Microsoft support confirmed this behavior is by design, but there is currently no alternative configuration or extensibility to meet real-world product-based knowledge scenarios.

Business Impact

• Customers see irrelevant Copilot suggestions, causing confusion
• Reduced confidence in Copilot-driven self-service
• Lower knowledge deflection rates
• Increased support case volume
• Poor experience for organizations with:
• Multiple product lines
• Partner / reseller portals
• Product-based entitlements

Expected / Desired Behavior

When Copilot suggests Knowledge Articles in the Customer Service Portal:

• Suggestions should be scoped to Products associated with the Customer Account
• Knowledge Articles linked to unrelated products should not be suggested
• Copilot filtering should align with:
• Knowledge Article metadata (Product relationships)
• Customer entitlement / product ownership
• Existing Knowledge Management data model

Request to Product Team

Please consider one or more of the following enhancements:

1. Enable Product-aware filtering for Copilot Knowledge Article suggestions
2. Provide a configuration option to enforce product scoping
3. Expose a supported extensibility hook for controlling Copilot suggestion logic
4. Update documentation clearly if this limitation is intentional, with recommended alternatives