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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Display Knowledge arti...
Service | Customer Service, Contact Center, Fie...
Answered

Display Knowledge article as default tab in reference panel on form load

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Posted on by Jolas365 235

Hello,

In the Case form, there is the reference panel which contains recent cases, knowledge article and similar cases. The recent cases is the default tab so when the form is open, the recent cases are shown on grid.

Is it possible to have the knowledge article be the default tab so that when a user accesses a case, the articles are shown on the grid by default?knowledge.jpg 

  • Jolas365 Profile Picture
    Jolas365 235 on at
    RE: Display Knowledge article as default tab in reference panel on form load

    Hi Leah Ju,

    Thank you very much! You are such a great help to me.

    Regards,

    Jolas365

  • Verified answer
    Community Member Profile Picture
    Community Member on at
    RE: Display Knowledge article as default tab in reference panel on form load

    Hi Jolas365,

    Hi Jolas365,

    Yes, it’s possible to show knowledge article be the default tab in the case form by default, you can change it’s position in the section.

    Go Settings > Customizations > Customize the system > Entities > Case > Forms > Case to open ‘Case for Interactive experieence’ form.

    Find 'Related' section, which has three tab, you just move knowledge control to the first.

    Save and publish all customizations.

    pastedimage1623659726976v1.png

    Test:

    ...

    Regards,

    Leah Ju

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

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