As a city, we are using knowledge articles to document any type of issues & situation that any cities may face during the year, and we are using the same knowledge articles to keep informed our citizens. It could be simple informational publication or could be also related to an emergency for example.

Any citizen can come to our website and search for articles.

We’re in the process to implement D365 Customer Insights Journeys where citizens (as contacts in Dataverse) will be able to subscribe to lists or emails to be sent to them based on any subjects that they are interested to be informed.

We’ve tested creating emails using CI Journeys and add dynamics content from existing knowledge article. We intend to reuse the same knowledge article content to proactively send emails to citizens who subscribe to theses type of articles.

During our tests we’ve noticed that the content of the knowledge article sent within the email from CI Journeys is not rendered properly when we open the email from the recipient’s inbox. If the articles contain images or link to videos, they are not visible in the email.

But when we preview the same email within the email designer in CI Journeys, they look correct.

We’ve opened a support ticket regarding this, and we’ve been told to submit our request using this “Ideas” website.  

It would be a great improvement if we can send the complete content (images, videos, formatting, etc.) of an existing knowledge article (as dynamic content) from CI Journeys to able us to reuse existing content, instead of duplicating that same content manually.

Thanks for considering this request.