Keywords "hashtags" for service requests

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Posted on by peterhoyer

Dear community,

Does anyone have a creative idea how to realize keywords in service tickets without having to rely on 3rd party plugins?

The idea is that agents can create own keywords or use already used keywords within the service request properties. The issue with subjects is that you can have only one and yes, you could create a custom field with multiple choice but, depending on the amount of keywords, this can get confusing and one will also need an admin to add new keywords...

Thank you for you ideas
Peter

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Community Member Microsoft Employee on at

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RE: Keywords "hashtags" for service requests

Hi peterhoyer,

There is one multiple line text field-keywords in knowledge article, maybe you can refer it:

if keyword input as TRD;DIS;.. then use search filter as Keyword contains TRD.
peterhoyer 66 on at

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RE: Keywords "hashtags" for service requests

Sorry, bad translation: it is called "cases" in English.
Community Member Microsoft Employee on at

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RE: Keywords "hashtags" for service requests

Hi peterhoyer,

Can you explain 'Service request'? i can't find any information about it in customer service.

It would be great if you could provide related screenshots!
peterhoyer 66 on at

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RE: Keywords "hashtags" for service requests

Hi Leah,

I am using the customer service hub of Dynamics Customer Service (via web) .

Regards

Peter
Community Member Microsoft Employee on at

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RE: Keywords "hashtags" for service requests

Hi peterhoyer,

Can you tell me what app you are using?