Knowledge Search Control improvements in Dynamics 365 Customer Service Hub – 2021 Release Wave 1


Knowledge Search control can be configured now in the new form designer, thus eliminating the need to switch to the legacy form designer.

Here we have added the Knowledge search control in one of the custom entities.

To enable Knowledge search control for an entity, either check the option Knowledge Management at the time of creating the Entity

Or for the existing entities enable it from Settings > Service Management > Embedded Knowledge Search

Below is the Knowledge Base Search configuration dialog box for the legacy web client against the new form designer

 

Edit default filter selectionsà

Add refinement rules à

Configure Automatic Filtering or Search refinement rules allows us to define rules to further refine the search results.

To apply refinement rules, we need to first enable the Relevance Search.

https://nishantrana.me/2021/01/12/improved-search-experience-in-dynamics-365-powerapps/

Out of the box, we can see the below fields that can be used to define the rules

This can be extended to include any lookup field that exists on both the entity where we are adding the control and the Knowledge Article entity.

E.g. we want to define a filter rule on the subject field, for this to work we first need to add the field to Knowledge Article Quick Find View. And also we need to add the field on the form for users to specify a value for it.

On publishing the changes we can see the Subject lookup field appearing for defining the rule as shown below –

The above rule will further filter the result by matching the subject field defined in the record against the KB articles.

This can be turned off by the user – Auto Filter Results (if specified during configuration)

https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#view-auto-filtered-results

Also, the lookup field configured will be available for the Turn on automatic suggestions field.

Get all the details here

Blog posts on 2021 Release Wave 1 – Dynamics 365

Hope it helps..

Advertisements

Author: Nishant Rana

I love working in and sharing everything about Microsoft.NET technology !

One thought on “Knowledge Search Control improvements in Dynamics 365 Customer Service Hub – 2021 Release Wave 1”

Please share your thoughts

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Power Melange

Power Melange By Shalinee

Clavin's Blog

Power Automate - Power Apps - SharePoint Online - Azure - Nintex - K2 - Artificial Intelligence

Sat Sangha Salon

An Inquiry in Being

The Indoencers

The Influencers & Influences of Indian Music

Monika Halan's blog

Hand's-free money management

D365 Demystified

A closer look at Microsoft Dynamics 365.

Microsoft Mate (msftmate) - Andrew Rogers

Experienced consultant primarily focused on Microsoft Dynamics 365 and the Power Platform

Knowhere365

Specific topics by Django Lohn on the whole Microsoft365 Stack

Manmit Rahevar's Blog

One Stop Destination for Microsoft Technology Solutions

MG

Naturally Curious

Brian Illand

Power Platform and Dynamics 365

Steve Mordue MVP

A Microsoft Business Applications MVP

Subwoofer 101

Bass defines your home theater

SQLTwins by Nakul Vachhrajani

SQL Server tips and experiences dedicated to my twin daughters.

Everything D365

Discovering Azure DevOps and D365 Business Applications

Tech Wizard

Lets do IT Spells

Two Bite Tips

Valuable Tips To Grow Your Business

XRM Tricks (Power Platform & Dynamics CRM )

Power Platform & Dynamics CRM

CRM TIPS BY PRM

Mail to crmtipsbyprm@gmail.com for queries and suggestions

nijos.dev

Giving back to the community what I have learned

xrm CRM Dynamics

Dynamics CRM Technical & Functional Info

Dynamics 365 Blogs - Explained in unique way

Sometimes you need to look at things from different perspective.

CRM Keeper

Dynamics 365 Customer Engagement, CRM, Microsoft CRM, Dynamics CRM

EVOLVED365

Step into the world of a Dynamics 365 Consultant

Dianamics PCF Lady

Diana & Dynamics 365 & Power Platform

Sara Lagerquist

No Code Customization Concepts

innovativeaj

developer, designer, writer, fun loving, patriotic, humble and a sweet person inside out :) love and respect people who have a great sense of humor.

Temmy Wahyu Raharjo

Dreaming to be a clean coder and TDD minded programmer.

Transform 365

We blog about problems we face and code we write to help others

Virendra Agrawal's Blog

Blogs, News and Insights of Dynamics 365 world

Jukka Niiranen

Thinking forward about Microsoft Power Platform

Amar Singh

Share your knowledge. It’s a way to achieve immortality.

Lokin Shah

Dynamics 365 - Sharing edge cases and ideas

%d bloggers like this: