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.
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)
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..
2 thoughts on “Knowledge Search Control improvements in Dynamics 365 Customer Service Hub – 2021 Release Wave 1”
Lovely blog you havve here