Add the Knowledge Base Search control to forms

Applies to Dynamics 365 for Customer Engagement apps version 9.x

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

    Note

    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.

Prerequisites

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.

Note

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

  1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.

  2. Go to Settings > Customizations.

  3. Choose Customize the System.

  4. 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.

    Setting to enable knowledge management

    Select Save icon to save the setting for the entity.

  5. Expand the entity you’re adding the search control to, and select Forms.

  6. Choose the entity form of type Main.

    Choose form type

  7. 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.

  8. In the Set Properties dialog box, on the Display tab, specify fields as given in the table below:

    Set properties for Knowledge Base Search control

  9. Select Set to apply the settings.

Tab Property Description
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:
  • In the native Dynamics 365 for Customer Engagement knowledge solution, you can choose from all draft articles, all approved articles, or all published articles.
  • To let user’s select a different filter on search results so they can see other types of articles, select the Users can change filters check box. Only when you enable this option will users see an option to change the filter in the Search pane in a record.
While searching for a knowledge article in the Related section (Reference panel), the following fields of a knowledge article are searched for the keywords that you type: Title,Content, Keywords, Description, and Article Public Number. For more information, see Search for knowledge articles.
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:
  • If you select User's Default Language, search results will be filtered based on the signed-in user's default language.
  • If the language you select isn't an active language, the search results will be filtered using the signed in user's default language.
  • If you select User's Default Language, and if the user's default language isn't an active language, the first active language available alphabetically is used as the default filter.
  • To let user’s select a different language filter on search results so they can see other articles in other languages, select the Users can change Language Filter check box. Only when you enable this option will users see an option to change the filter in the Search pane in a record.
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:
  • Link the KB article. Let’s users link the knowledge article to the record they're viewing the knowledge article search results in.
  • Unlink. Let’s users unlink the knowledge article from the primary record.
  • Copy link. Let’s users copy the external URL of the article, so they can share it over channels like chat or email. In the native Dynamics 365 for Customer Engagement knowledge management solution, the Copy Link option is available only for published articles.
  • Link KB article and email link. Let’s users associate an article with the primary record and share the article link with the customer through email.
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.

See also

Reduce call handling times with Knowledge articles in the Customer Service Hub

Set up knowledge management using embedded knowledge search

Understand knowledge base search mechanisms