You might also want to consider Coveo. They have an integration in Dynamics 365 and since they provide solutions for customer support, they are the most suited for your use case.
I will quickly go over the pros and cons of these 3 search provider in Dynamics that I think of:
Coveo Search
- They can index content external to Dynamics. If you have Sharepoint, multiple Dynamics instances or external websites, they can show you that content in the search, in Dynamics.
- You can use it outside Dynamics.
- Better security support than the relevance search (Hierarchical securities is not supported by the Relevance search).
- Automated learning: Their search engine is AI powered, so it learns from previously performed search queries to improve the relevancy of the content they show you.
- Contextual search: You can add their search interface in your Dynamics forms to get content suggestions related to what you are doing.
- Configurable search interface and result templates.
Categorized Search
- Pure DB search, so no "indexing delay", but the relevancy is quite bad.
- No unified result list.
Relevance Search
- Better interface than Categorized Search, but still not as good as Coveo's.
You also mentionned:
-> Sometimes newly created data does not show up immediately.
The relevance search is an index external to Dynamics. It is refreshed every 15 minutes, so it will take up to 15 minutes before your newly created content shows up in your search.
The categorized search directly queries the DB where the content is written, so there should be no delay there (but no relevancy as well).
You should expect the same kind of delays with Coveo for the same reasons. One advantage over the relevance search is that they provide settings to reduce that interval.
This said here are links to the documentations of these search providers:
Coveo
- On the Dynamics App Source
- Overview of the main features of their Dynamics integration
Relevance Search
- What is Relevance Search?
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