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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / D365 (on-premise) Know...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

D365 (on-premise) Knowledge Base Management

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Posted on by Nehal Gaikwad 35

Hi,

Currently, we don't see an option for Service Management in Customer Service Hub (CSH) because of which we are unable to access Embedded Knowledge Search & Knowledge Article Templates.

Does anyone know when this feature would be released for Dynamics 365 (on-premise)?

Thanks.

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  • Suggested answer
    LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi partner,

    Sorry that Microsoft has not provided the upgrade plan for on-premise environments yet.

    1.What dose the "Embedded Knowledge Search" mean?

    If you mean searching knowledge in case form, it is already available in 9.0 on-premise and my on-premise version is V9.0.2.3034.

    pastedimage1583459764620v1.png

    If you mean the new feature "Knowledge Article Search" which was released in 2020 wave1 in the following screenshot, it is not available yet in on-premise and there is no specific time now.

    pastedimage1583459879248v2.png

    pastedimage1583459934228v3.png

    2.Unfortunately, article templates is still unavailable in CSH and I've checked all the on-premise cumulative upgrades and there is no information now.

    You could raise an idea to Product Team about this feature :-)

    Hope it helps.

    Best Regards,

    Leo

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