Preview feature: Automatically suggest knowledge articles

Applies to Dynamics 365 (online), version 9.x
Applies to Dynamics 365 (online), version 8.x

You want your customer service reps to quickly resolve cases with high customer satisfaction. By using the Microsoft Cognitive Services Text Analytics service with Microsoft Dynamics 365, you can set up service case analysis to automatically provide your support staff with more relevant solutions from knowledge articles. They'll spend less time searching for answers and more time providing the correct response. The knowledge article suggestion feature includes support for both out-of-box entities and custom entities with a one-to-may (1:N) or many-to-one (N:1) relationship to the source entity.


  • This feature is currently only available for instances in the United States (US) region.
  • A preview feature is a feature that is not complete, but is made available before it’s officially in a release so customers can get early access and provide feedback. Preview features aren’t meant for production use and may have limited or restricted functionality.
  • We expect changes to this feature, so you shouldn’t use it in production. Use it only in test and development environments.
  • Microsoft doesn't provide support for this preview feature. Microsoft Dynamics 365 Technical Support won’t be able to help you with issues or questions. Preview features aren't meant for production use and are subject to a separate supplemental terms of use.

Send us feedback

We'd love your feedback on the knowledge article suggestions feature! To send us your feedback, register your account on the Microsoft Connect site, and then submit your feedback.

Enable Text Analytics

To enable Text Analytics, do the following:

  1. Go to Settings > Administration.

  2. Click System Settings and open the Previews tab.

  3. Under Text Analytics Preview for Case Topic analysis, Suggest Similar Cases and Suggest Knowledge Articles, set the Enable Dynamics 365 Text Analytics Preview to Yes.

  4. Click OK to give your consent.

  5. Click OK to close the System Settings dialog.

Connect Dynamics 365 (online) to the Cognitive Services Text Analytics service

If you haven't already, create the Cognitive Services Text Analytics service connection. Set the Azure Machine Learning text analytics connection

Set up Knowledge Search field settings

Set up keyword or key phrase determination fields to search knowledge articles to help resolve service cases.

  1. Click Settings > Service Management > Knowledge Search Field Settings.

  2. Click New.

  3. Fill in the fields on the New Knowledge Search Model dialog.

    Item Description
    Name (required) The name of the topic model.
    Source Entity (required) The entity that articles are suggested for. Limited to entities enabled for Knowledge Management (isKnowledgeManagementEnabled attribute). Go to Settings > Customizations > Customize the System. Select an entity, and then under Communication and Collaboration, enable Knowledge Management.
    Maximum Number of Key Phrases (required) The maximum number of keywords or key phrases to be determined using text analytics.
    Description A description of the search configuration.
  4. Click Save.

  5. Scroll down to Keyword or Key Phrase Determination Fields, and then click New .

  6. These settings determine the keywords or key phrases determined from the source record by using text analytics to match with knowledge base records using text search. This helps to achieve more relevant results with the knowledge base.

    Text Analytics Entity Mapping

    Item Description
    Entity Choose an entity to use in creating a text search rule to find matching records in Dynamics 365. The following entities are available: Activity, Case, Case Resolution, Email, Fax, Note.

    - Source entity like Case and Note.
    - Activity and out-of-box activity entities like Email, Fax, Letter, Phone Call, and Appointment.
    - Any custom entity with a 1:N or N:1 relationship to the source entity.
    Field Choose the field to use in creating a text search rule to find matching knowledge base records. The following types of fields are available: Option Set, Single Line of Text, Multiple Lines of Text.
  7. Add more fields to create a comprehensive search of related articles.

  8. Click Activate.

Modify the Case form to include knowledge base suggestions

These steps apply to any knowledge enabled entity.

  1. Go to Service > Cases, and then select the case to include knowledge base suggestions.

  2. Click the More Commands button .

  3. Click Form Editor.

  4. Click the Conversation Tabs box, and then click Change Properties.

  5. Click the Knowledge Base Search tab, check the Turn on automatic suggestions check box, and then select Text analytics for the Give knowledge base (KB) suggestions drop-down list.

    If Text analytics is not available in the drop-down list, check to make sure the knowledge search model is activated.

  6. Click Save > Publish to publish the modified form.

View automatic suggestions in a case

  1. Click Service > Cases and open a case record.

  2. On the Activity wall, click KB Records.

    You can now see a list of KB articles related to this case.

    Click an article to review the text inline.

The interactive service hub unifies vital information in one place, and lets you focus on things that require your attention, like finding articles and cases related to your active case.

  1. Open the interactive service hub. See Open the interactive service hub.

  2. Click Service > Cases and open a case.

  3. Click the Knowledge Base Search button to find related knowledge articles.

  4. Click the Similar Cases button to find related cases.

See also

What are Preview features and how do I enable them?
User's guide for the new interactive service hub