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Does anyone have a creative idea how to realize keywords in service tickets without having to rely on 3rd party plugins?
The idea is that agents can create own keywords or use already used keywords within the service request properties. The issue with subjects is that you can have only one and yes, you could create a custom field with multiple choice but, depending on the amount of keywords, this can get confusing and one will also need an admin to add new keywords...
Thank you for you ideasPeter
Can you tell me what app you are using?
I am using the customer service hub of Dynamics Customer Service (via web) .
Can you explain 'Service request'? i can't find any information about it in customer service.
It would be great if you could provide related screenshots!
Sorry, bad translation: it is called "cases" in English.
There is one multiple line text field-keywords in knowledge article, maybe you can refer it:
if keyword input as TRD;DIS;.. then use search filter as Keyword contains TRD.
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