When a user selects a Knowledge Article surfaced through the “Selected from suggested list” option in Dynamics 365 Customer Service Workspace, the search bar and pop-out button controls become non-interactable. This interrupts workflow, prevents rapid comparison of articles, and reduces efficiency for front-line agents.

This request is for the search bar and associated UI controls to remain active and clickable when interacting with an article opened through this suggestion pathway.

Business Context

This issue affects Knowledge Authors, Agents, and Operations teams who frequently use the suggested-articles panel while handling cases. Loss of interactivity slows down:

• Rapid switching between search queries
• Reviewing alternative articles
• Opening multiple articles in pop-out mode for comparison
• Following standard knowledge workflows during case resolution

For organisations relying on Dynamics 365 for Knowledge Management (including multi-environment operations and high-volume casework), this significantly reduces productivity.

Problem Description

Current Behaviour

1. User opens a Case or Customer Interaction.
2. Dynamics surfaces knowledge suggestions via the “Suggested articles” panel.
3. User selects “Selected from suggested list” to open the recommended article.
4. The article loads in-line, but:

• The search bar becomes inactive (typing or focusing is blocked).
• The pop-out button (↗) becomes disabled or unresponsive.
• User must close or deselect the article before regaining UI control.

This occurs consistently across browsers and environments and affects article-selection behaviour regardless of article format.

Impact

• Interrupts normal case-handling flow
• Prevents agents from refining searches while viewing an article
• Stops agents from opening the article in a separate pop-out window for readability
• Reduces ability to navigate quickly between multiple articles
• Creates additional clicks and cognitive overhead

Expected Behaviour

When a Knowledge Article is opened using “Selected from suggested list”:

• The global knowledge search bar remains active, allowing:
• Typing new queries
• Editing search terms
• Navigating between search results
• The pop-out button remains interactable, allowing:
• Opening the current article in a separate window/panel
• Keeping the main workspace uncluttered
• Comparing multiple articles simultaneously

This behaviour should match the UI state that exists when an article is opened via a standard knowledge search (not via suggestion).

Requested Change

Enable the Knowledge Search Bar and Pop-out controls to remain active when viewing articles opened through “Selected from suggested list”, ensuring consistency with articles opened through standard search.