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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Case: Knowledge base s...
Service | Customer Service, Contact Center, Fie...
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Case: Knowledge base search - Email content doesn't populate the recipient

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Posted on by Jerett Crumbley 188
With any other email that you might generate from a Case timeline it seems to auto populate the customer as the primary recipient of the email. I've been playing around with the Knowledge Article Search control and it has the option to Email content.  When I select this, you can see the knowledge article formed in the body but no recipients are listed. It seems like this should be auto populated like the timeline control does. Does anyone know if I'm missing a configuration that will enable this? 
 
I have ensured that the customer has their email populated on the contact.
 
 
  • Jerett Crumbley Profile Picture
    Jerett Crumbley 188 on at
    Case: Knowledge base search - Email content doesn't populate the recipient
    Hi Rudy,
     
    This makes sense.  I believe a linkage exist to be able to do it but none the less if Microsoft doesn't do it then they just simply don't do it.  As part of the email content functionality it creates a link to the entity your case record. It seems like at that point that it could go ahead and grab the customer record.  However from Microsoft perspective this would likely force very specific code on their end to target the case entity since not all entities a KBA could be attached to would have a Customer Field. 
     
    Thank you for finding this documentation for me. 
  • Suggested answer
    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Case: Knowledge base search - Email content doesn't populate the recipient
    Hi,
     
    According to the official documentation, the email activity is created from the timeline of the "case" entity using an "enhanced experience", where the "From" and "To" fields are automatically populated based on the user and the account and contact the "From" and "To" fields are automatically populated based on the user and the account and contact of the original record.

     
    The link to the document is as follows.
    https://learn.microsoft.com/en-us/dynamics365/sales/enhanced-email
     
    The "From" and "To" fields are not automatically populated in the email content option of the Knowledge Base search because they are not related to a specific record (e.g., an account, contact, lead, or opportunity). When you use the Email Content option in Knowledge Base Search, you are not creating an email from a specific record, so there is no information to auto-populate the To field.
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang

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