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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 many customer service teams use that knowledge base to respond to enquiries via email and having the capability to merge information from CRM entities like Contact, Account or Product, will speed up the process and empower users to deliver personalised service to their customers.

STATUS DETAILS
Under Review
Ideas Administrator

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.