Dynamics Community Forum Thread Details

Customise independent knowledge base appearance/search?

Does anyone know if it's possible to customise the independent knowledge base search? e.g. <instanceurl>/main.aspx?pagetype=kbsearch and also described here https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#independent-knowledge-base-search

We have a relationship between articles and accounts, I'd like to either add a custom filter so that the user can filter articles by account or have the account name attribute appear with the article title within the independent kb search. Currently, the independent search does not work well for us as the user has no way to tell which account an article is relevant to which makes searching difficult.

We do use filtering on cases to show relevant kb articles for the account selected but sometimes our users need to do an independent knowledge search outside of a case.

Hi dvn92,

Unfortunately, you can’t customize the independent knowledge base search, can’t add filter and show account attribute with article title together.

As you mentioned, ‘We have a relationship between articles and accounts’, 1:N relationship between knowledge article and account? There is an account lookup field in the article?

Maybe you can try to use other ways to achieve it not using independent knowledge base search.

1.You can filter with account name directly in knowledge article view after adding account name lookup field in the view.