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HI Team,
Not able to utilize the functionality of the two tabs(KB Search and Omnichannel Search).
By default, they are hidden and OOB scripts make them visible , wanted to know what is the criteria of the visibility.
Any help will be really appreciable.
Thanks,
Sam
Hi Leah Ju,
Thank you for your response.
I am able to use KB Articles and Omnichannel search from new application tab as well as the Productivity pane.
Requirement is to know how we can use/ what is the functionality / when it is visible on the Customer summary page for the agent.
Any help will be appreciable.
Thank you!
Hi sam08,
From the Microsoft document for customer summary, i can’t find any information for KB Search Tab and Omnichannel Search tab.
View customer summary in Omnichannel for Customer Service | Microsoft Docs
But you can open them in the new application tab.
1.For KB Search.
Omnichannel for Customer Service enables you to use the rich knowledge base so that you can quickly search for relevant information while working on a case and provide accurate answers to customers without having to switch applications.
You can launch knowledge search in the following ways:
Search for and share knowledge articles in Omnichannel for Customer Service | Microsoft Docs
2.For Omnichannel Search.
Customizing Dynamics 365 Omnichannel Forms and Agent Experience - Carl de Souza
Custom Controls
Let’s use the MscrmControls.OCSearchRuntime.OCSearchRuntimeControl Omnichannel search control here:
Regards,
Leah Ju
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