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Inline image editing in knowledge articles does not work

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Posted on by Community Member Microsoft Employee

Hi,

The inline image editing that was supposed to be included in the Dynamics 2019 Wave 2 release does not work for us.

In the Knowledge Article section of the Customer Service Hub I have tried to copy paste from snippets, screenshots, google images or saved images in my file explorer. Nothing works, with one strange exception: copy-pasting an image from an Outlook email. However, this does not solve the problem because when I save the knowledge article after pasting the image, the image disappears (and I see this gray-and-white image instead:)

The inline image editing feature would really save us a lot of time! Has anyone experienced the same problem and have you found a solution to this?

Kind regards,

Nina

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Knowledge Management

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CU12070523-0 on at

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Inline image editing in knowledge articles does not work

Inline image editing in knowledge articles may fail due to several reasons, photo manipulation services such as browser compatibility issues, outdated plugins, or inadequate permissions. Ensure your editing tools and browser are updated. Check if the platform supports inline editing and verify if necessary permissions are granted. Troubleshoot these areas to restore functionality and maintain smooth content management.
Anitha Vivek on at

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RE: Inline image editing in knowledge articles does not work

To resolve the Knowledge management inline image enhancement feature please follow the below steps

1) Install the Customer Service Hub Anchor solution in the affected instance

2) Navigate to Customer Service Hub App

3) Click on Service Management

4) Under Knowledge Base Management click on Embedded knowledge Search

5) In Embedded Knowledge Search navigate to Knowledge Article Inline Images and Enable users to use Inline Image feature to Yes. Click on Yes

Some additional details below:

1. Opening the image, right clicking on copy and then pasting in the knowledge article - No issue

a. IE Edge (Chromium) - Working

b. IE 11 - Working

c. Chrome - Working

2. Right clicking the image from File Explorer (without opening the image) and then pasting in the knowledge article - The copy and paste feature will only work when you open the image and select copy as we did in step 1.

a. IE Edge (Chromium) - NOT working.

b. IE 11 - NOT working.

c. Chrome - NOT working.

3. Dragging and dropping the image onto the Knowledge Article - This feature is not supported in IE11 or any older versions. Only on Edge.

a. IE Edge (Chromium) - Working

b. IE 11 - NOT working.

c. Chrome - - Working
Verified answer

LuHao 40,844 on at

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RE: Inline image editing in knowledge articles does not work

Hi Nina,

It can be confirmed that the function of inserting local images in knowledge articles has not been implemented in the current version.

But according to Microsoft documentation, this feature will definitely be available in the future versions.
Community Member Microsoft Employee on at

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RE: Inline image editing in knowledge articles does not work

Hi Hao,

According the explanation at command no. 21 in the microsoft documentation this should be possible:

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

Kind regards,

Nina
LuHao 40,844 on at

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RE: Inline image editing in knowledge articles does not work

Hi Nina,

Knowledge Articles only support fetching images based on the URL, which means that we cannot insert local images into Knowledge Articles, we can only insert images from web resources.

Click the Image button of the Knowledge Articles editor, we can see the information needed for the image.