Add the Knowledge Base Search control to forms
Add a Knowledge Base Search control to Dynamics 365 for Customer Engagement forms to make it easy for users in your organization to find knowledge articles so they can answer common customer questions and resolve their issues right from the records, without having to switch to a different application.
You can configure the Knowledge Base Search control to:
Show automatic suggestions in search results based on certain fields, or based on text analytics. The text analytics feature in only available for Dynamics 365 for Customer Engagement.
Define filters that users can use on search results.
Choose from a set of predefined contextual actions the users can take on an article.
Add the control on any section of any entity that is enabled for knowledge management, including the timeline, and custom entities. The control is enabled in the case entity out of the box, and is added to the following forms:
- Case main form - In the Activity wall section
- Case for interactive experience main form – In the Related section
The Knowledge Base Search control can be used on Microsoft Dynamics 365 for tablets and phones. However, some actions like Pop Out, Email Link, and Email Content aren't supported.
Microsoft Dynamics 365 for Customer Engagement supports the native Dynamics 365 for Customer Engagement knowledge management. This option is available for Dynamics 365 for Customer Engagement online users.
Before you add the Knowledge Base Search control, make sure to:
Set up knowledge management in Dynamics 365 for Customer Engagement. More information: Set up knowledge management
Select the entity you want to enable knowledge management on while setting up knowledge management.
All customization tasks for the Customer Service Hub must be done in the Microsoft Dynamics 365 for Customer Engagement web application.
Add the Knowledge Base Search control to Main forms
Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.
Go to Settings > Customizations.
Choose Customize the System.
In the solution explorer, choose the entity you want to add the search control to, and under Communication & Collaboration, make sure the Knowledge Management check box is selected.
Select Save icon to save the setting for the entity.
Expand the entity you’re adding the search control to, and select Forms.
Choose the entity form of type Main.
Select the area where you want to place the search control, and on the Insert tab, select Knowledge Base Search.
If the option to add Knowledge Base Search is disabled, it could be because knowledge management isn’t set up or isn’t enabled for the entity you’re adding the search control to.
In the Set Properties dialog box, on the Display tab, specify fields as given in the table below:
Select Set to apply the settings.
|Display||Name||Required: The unique name for the tab that is used when referencing it in scripts. The name can contain only alphanumeric characters and underscores.|
|Label||Required: The localizable label for the tab visible to users.|
|Filter Search results by||In the Filter search results by drop-down list, select the set of article states that you want Dynamics 365 for Customer Engagement to search in:
|Set Default Language||If you want users to see search results only for articles in a specific language, in the Set Default Language drop-down list, select a language. By default, User’s Default Language is selected:
|Additional Options||If you want Dynamics 365 for Customer Engagement to suggest articles automatically based on the value in certain fields of the entity, select Turn on automatic suggestions.
If you’ve enabled automatic suggestion, select the field for the entity that Dynamics 365 for Customer Engagement will use to suggest article results in the Give knowledge base (KB) suggestions using drop-down list.
For example, if you’re adding the search control to the Account entity, and want Dynamics 365 for Customer Engagement to automatically show search results that contain the account name, select Account Name in the drop-down list. Note: This drop-down list can include all fields that are text, multi-line text, or lookup type fields.
If you are a Dynamics 365 for Customer Engagement (online) user and your organization is using native Dynamics 365 for Customer Engagement knowledge management as the knowledge solution, you can also use text analytics to show suggested articles. To do this, select Text Analytics from the Give knowledge base (KB) suggestions using drop-down list.
If you want the article rating to appear for each article in the search results, select the Enable ratings on KB article search results based on the specified field check box, and then select the field from the drop-down list.
|Select Primary customer||In Select primary customer, select who the email will be sent to when a customer service rep sends the article link in email. This drop-down list includes all fields for the entity that are enabled for email, for example Customer, Contact, or Responsible contact.
When the customer service rep chooses to send a link to the article to the customer, the To field is automatically populated with the value of the field that you select here.
|Number of results||Select how many articles to show in the search results at first.|
|Actions||Select whether you want to make all the default actions available to reps or only selected ones. If you choose Show Selected Actions, select the actions you want to show.
The following actions are available:
|Formatting||Layout||Choose the type of layout to determine the number of columns the control should occupy.|
|Row Layout||Select the maximum number of rows per page.|
Configure automatic filtering
Improve knowledge article suggestions and search results by enabling automatic filtering. Automatic filtering ensures your customer service agents receive only the most relevant knowledge articles. As an administrator, you can configure Knowledge Base Search control to automatically filter knowledge articles based on case data without any manual input from the agents.
For example, if you set up automatic filtering of knowledge articles on the subject of the case, the knowledge articles that have the same subject as the case will be filtered in and will be shown to the agents. Other articles will be filtered out automatically.
This feature can be extended to automatically filter knowledge articles on any lookup field that is present on both Case and Knowledge Article entity. Agents also have an option to turn off automatic filtering and search the entire knowledge base. Administrators can configure this option in the Knowledge Base Search control.
Open the Knowledge Base Search control and edit its properties to configure automatic filtering. In the Set Properties dialog box, on the Display tab, specify the following fields in the Configure Automatic Filtering section.
Select Enable Automatic Filtering check box to enable automatic filtering.
Select Users can turn off automatic filtering check box if you want to provide your agents the option to turn off automatic filtering and search the entire knowledge base. This enables Auto filter results option for agents on knowledge search control.
Select Add Filter to define filtering of knowledge articles on case subject or any other lookup field.
Select Set to save the properties.
Ensure that Relevance search is enabled for automatic filtering to work. The Knowledge Article attribute must be added to the Knowledge Article Quick Find View. Ensure Source Entity Attribute is present on the form.
To learn more about how to use the automatic filtering option, see View filtered articles in the Related section