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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / KBSearch Tab and Omnic...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

KBSearch Tab and Omnichannel tab on Customer Summary page

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Posted on by sam08 5

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.

pastedimage1622098468322v1.png

Any help will be really appreciable.

Thanks,

Sam

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    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:

    • Productivity pane.
    • Communication panel.

    Search for and share knowledge articles in Omnichannel for Customer Service | Microsoft Docs

    2.For Omnichannel Search.

    Manage application tab templates in Dynamics 365 Channel Integration Framework version 2.0 | Microsoft Docs

    Customizing Dynamics 365 Omnichannel Forms and Agent Experience - Carl de Souza

    Custom Controls

    Let’s use the MscrmControls.OCSearchRuntime.OCSearchRuntimeControl Omnichannel search control here:

    pastedimage1622179361432v1.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • sam08 Profile Picture
    sam08 5 on at

    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!

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