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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Global Search - Articl...
Service | Customer Service, Contact Center, Fie...
Answered

Global Search - Article Preview icon missing

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Posted on by JustRhonda 99
I've followed the steps for Setting up knowledge management but do not see the 'Preview icon' as shown in the red box of this article: Search knowledge articles | Microsoft Learn. Relevance search is enabled.
 
 
 
There is no customization on the app. Portals are not enabled. Model-driven app.
 
 
 
 
 
I have the same question (0)
  • Suggested answer
    Amit Katariya007 Profile Picture
    Amit Katariya007 10,409 Super User 2025 Season 2 on at
    Hello User,
     
    Have you looked into the below note also form article?
     
    "If you have overwritten the OpenRecordItem command for the knowledge article, and if the global search knowledge configuration option is enabled, the knowledge article format follows the customizations that you have provided. If you haven't enabled the preview option, the knowledge article opens in the knowledge authoring form."
     
    Thank you,
    Amit Katariya
     
  • Verified answer
    JustRhonda Profile Picture
    JustRhonda 99 on at
    Yes, I did notice that but as I stated, there hasn't been any customization. Not sure if this statement 'If you haven't enabled the preview option' is related to customization or if there's somewhere to enable the preview option?
  • JustRhonda Profile Picture
    JustRhonda 99 on at
    I see now the article has been updated (10/1) to state that the Article Preview feature is only enabled for the Customer Service Workspace. This is an inconsistent experience and other MDAs such as Customer Service Hub, show the Preview button when using Dataverse but it doesn't work; instead it opens the Author Article form. (no customization)
     
    Not sure I understand the logic of enabling a functionality specifically on one of the MDApps, revealing the Preview button but perform differently. Perhaps it is because the functionality opens a separate tab to display the article? 

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