Hi everyone,
I'm encountering a problem with adding the Knowledge Search control to email forms in Dynamics 365 Customer Service Hub. Here’s a detailed overview of the issue and the steps I’ve taken so far:
Problem Description:
I want to integrate the Knowledge Search functionality into the email forms in my Customer Service Hub app. Despite following the usual steps to add this feature, it’s not appearing as expected. In the Email forms, the Knowledge Search is coming as "disabled" but in the Case Form, it's shown to be usable.
Steps Taken:
-
Verified Knowledge Management Configuration:
- Ensured knowledge management is enabled for the necessary entities (Case, Conversation, Message, Product) via Settings > Service Management > Knowledge Management.
- Only the Case entity had automatic search enabled.
-
Attempted to Add Knowledge Search Control:
- Tried to add the Knowledge Search control to the email form through Settings > Customizations > Customize the System.
- Configured the sitemap to include the Knowledge Search page using the URL:
/main.aspx?pagetype=control&controlName=MscrmControls.KnowledgeControl.KnowledgeControl&data={"showControl":"search"}.
This was the URL which was being used in the Customer Service Workspace app to call the Knowledge Search pane which is in built by the MS and I tried replicating it with the App Site Manager for Customer Service Hub.
-
Troubleshooting Steps:
- Cleared Browser Cache and Cookies: Ensured no old data was causing the issue.
- Used Supported Browsers: Tested on the latest versions of Edge, Chrome, and Firefox.
- Checked Permissions: Confirmed that all necessary user roles and permissions were correctly assigned.
Persistent Issues:
- The Knowledge Search control still fails to render on the email form.
- The specific error message points to a problem with session properties in the control's configuration.
Questions for the Community:
- Email Entity Inclusion: Is there a specific setting or method to ensure the email entity is correctly included and configured for knowledge management?
- Custom Control Rendering: Has anyone encountered a similar error when using the URL method for embedding controls? Any insights on resolving the
getSession error?
If there's another way to handle adding Knowledge Search to email forms, please let me know. I appreciate any guidance or suggestions from the community to resolve this issue. Thank you in advance!
