Knowledge Base articles do not show up in Cases when using the Customer Service Hub

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Posted on by SE-23071427-0

Trying to use the Customer Service Hub for creating/maintaining cases, but I have one major problem point. I can't get any knowledge articles to show up. If I go back to the previous version they are there and I can link them to cases without any problem.

Here you can see that there are multiple Knowledge base articles found if I don't use the hub:

Below is a picture of the same Case in the Customer Service hub:

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LeoAlt 16,331 Moderator on at

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Hi partner,

1.Please go to Knowledge Search feature in Customer Service Hub directly and try again.

2.Open the UCI case form editor and check if you've set the Automatic Filitering.

https://docs.microsoft.com/en-us/dynamics365/customer-service/add-knowledge-base-search-control-forms#configure-automatic-filtering

Best Regards,

Leo

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SE-23071427-0 5 on at

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Thank you very much for your reply. I have been trying this morning to find the Knowledge Base Search Properties, but to no avail. Maybe the fact that I don't have the search feature is part of the problem?

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SE-23071427-0 5 on at

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Ok, well I was able to add a second Knowledge Base Search onto the Case form, since the current one is locked. I set the properties both ways saved and published, and am still not able to pull up a single article. So I think the issue is somewhere else? Thanks again for the help....

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