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Case deflection on portal - "Found my answer" button KB article

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Posted on by David123

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Hello fellow CRM experts,

I am wondering about the functionality behind the button "Found my answer" that shows on the knowledgebase article when navigating from the case deflection view, see below screenshots.

I cannot find any documentation behind this OOB button and it does not seem to create any feedback record on the article record in CRM.
Anyone knows the intended functionality? Is there a particular site setting for the button?

Thank you.

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LeoAlt 16,331 Moderator on at

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Hi Partner,

Thanks for your question.

It is a strange function, I marked the KB article as my answer and I go to the D365 article form and in the analytic tab there is no new feedback created.

And when I clicked on the ribbon "Found my answer", and then refreshed the page again in portal, the ribbon "Found my answer" appeared again.

I suggest that you could raise an ticket to Microsoft about this question for more details.

Regards,

Leo

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Vincenzo 50 on at

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Hi,

I've the same problem

Have you found any answers about?

Regards

Vincenzo

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wikap.dk 456 on at

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Hi

Did anyone investigate this feature further - particularly I would like to DEACTIVATE it on the article page (we do not need this feature). Maybe there is a site setting for this?

/Henrik

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