Dynamics Community Forum Thread Details

Knowledge Search

Hi All,

1. We are configuring knowledge search for our customers. While searching we see some filter by attributes. We want to change the fields present by default and add some other fields to it.

We have a field 'Location' on knowledge article entity. i want to replace Language with Location in these filter by attributes.

Please let me know how I can configure it or is it not customizable.

2. the customer want to be able to search for KM articles using both exact word match or synonyms of the keywords on knowledge article. We are able to search by keywords as well as content in the article but not with synonym of keywords. Please let me know how can I configure it.

Thanks in advance !!

Hi Amrita P,

hope the follow can help you with this questions.

Your first request isn't doable at this time. Currently the Search KB Articles from your screenshot is not customizable. I'd like to ask for your help to suggest this as a new idea for our Product Team in How can we improve Dynamics 365 ? | Ideas for better experiences
1. IF you will use this "Search KB Articles" for Customer Service I'l like to propose to take a look into the article Add the Knowledge Base Search control to forms where you possibly will find an altearnative to setup and use your custom fields to perform search along the KB Articles within an open record (for example from Case entity). Configure automatic filtering
For the second request this can't be done automatically. As you have mentioned, the current behavior when users search for articles is (If Relevance search is not enabled) search for the keywords that you enter using Full-text search mechanism in the following fields of a knowledge article: Title, Content, Keywords, Description, and Article Public Number. There is no way to automatially let the system know what are the synonyms of the words you've entered.
1. The use of Relevanse Searh might be a alternative if you can try the "Relevance Search" for KB Articles and add custom fields to your search but eventhogth you should ask the system user to input the synonyms or in other way you will have to add a custom complex code to try to automate the synonyms searching and add them by API to the original requets to complete the "search" for the user's words input on the search.
2. On other hand, if you mean that the customer will enter a synonym on the search bar then you can add those words on the "Keywords" field for each KBArticle to increase the match results.