Rhonda InFlorida

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This feature is enabled (in preview) for Accounts, contacts, cases, and opportunities but for some reason, the Knowledge Article entity was left out. To provide the ability to see Artice version in a roll-up would be very useful for Knowledge Managers and Authors rather than having to use the Related article component which only has limited fields. This would provide a way to easily see all versions of the article and the changes in key fields over time. I can also see a benefit to being able to show key article metadata and roll it up by Subject or category for example where the drill down shows the articles related to a subject.

We would like the ability to utilize faceting within the CS app. This would enable us to customize the Search experience for call center agents to include user-based filtering and provide a modern search experience. To take it a step further, a "Power Page" specifically for the CS App would extend the benefits and user adoption of the CS app.

Knowledge Management teams actively update content by creating Major versions of articles when changes are needed. Users access Favorite articles for easy references and may even bookmark in their browser. We have tested and the Favorite and link share options remain static to the version when the url is copied.

We propose the default 'share a link / pin a favorite' be to resolve the latest published knowledge article. There should be an option/tooltip to 'save the current version' at the user's discretion. This is especially needed in highly regulated industries such as Healthcare.

Search Insights is limited to supplying Search Terms, user behavior, and relevance ranking for only the Knowledge Search component. Dataverse search is much more 'modern' yet the interaction with Dataverse/Global search at the top of the screen in D365 is not logged anywhere. This seems like a huge gap that should have been accounted for before deploying the feature. It is critical to be able to see what users search for and the detail of the results. Overall, there is limited transparency into how search results appear in a list by user. We know 5 people can search the same term yet get a different order of results. The details on how that order is provided needs to be documented as it is for other (knowledge) search platforms.

TLDR: Implement logging of Dataverse Search with at least the same metadata/analytics provided using the Knowledge Search component.