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Knowledge Base search field not clearing for new record

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Posted on by fillcrocker

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We have added the knowledge base search control to the case form in our customers new unified interface app but they are finding that when they create a new case from with an existing case that had a successful search, the keywords from the search field of the existing case are populating automatically in the search field of the new case record.

I have tested this in a trial instance and I get the same behaviour. See screenshots below.

This is a successful search from an existing sample case:

And when I create a new case from within the existing one (not a child case), the knowledge search field with the keywords from the previous case record:

Any idea's if this is expected behaviour? The KB Records control does not behave like this in the legacy web client interface in the activity pane.

Thanks

Phil

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fillcrocker 190 on at

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In addition to this - if I save the new case record the keywords are still there in the search field however if I do not save the record and discard any changes, the keywords are cleared from the field on form load.

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Hi fillcrocker,

Through my test, Knowledge Base search field is filled with the case title field value after saving the case record.

Also, you can set the field that you want or turn off the function.

1.Go Settings > Customizations > Customize the System > Entities > Case > Form > Case for Interactive experience.

2.By default, the related section that include knowledge search control is locked, you need unlock it firstly.

3.In ‘Set Properties’ dialog of the knowledge.

select the field for the entity that Dynamics 365 Customer Service will use to suggest article results in the Give knowledge base (KB) suggestions using drop-down list.

4.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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fillcrocker 190 on at

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Hi Leah Ju, thanks for your reply

Below is perhaps a clearer explanation of the behavior I am seeing:

I start with an existing Case record that has an empty Knowledge Search field:

I then enter some keywords to get some existing knowledge articles ( 'How to support desktop' )

So now if I select 'New' to create a new Case (I can link KA to record and save or not this does not seem to matter) the keywords and search results are still showing in the new record:

However if I click new again from this new unsaved case, a new case record will again open but this time the search field is empty:

This is the behavior I would expect the first time I selected 'New' from the case with knoledge search field populated (knowledge search field gets cleared when new case record opens). Our customer wants to be able to create a new case and have the knowledge search bar blank rather than be populated by the previous records search key words.

Hope this makes sense.

Phil

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Hi Fillcrocke，

I know about your description, in general, the kB search is filled with case title.

If you want to blank it, you can turn off automatic suggestions as I mentioned above.

So it can’t be filled with previous record by OOB, you need check if customizations exist.

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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fillcrocker 190 on at

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Hi Leah Ju, tyanks again for your reply. Automatic suggestions is not selected for the control:

And there are no customisations as this was a vanilla trial instance I created for troubleshooting the issue. I think I will raise a ticket with MS. Thanks for your asiistance anyway.

Phil

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Sher Khan Lodhi 60 on at

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Hi did you find any solution for this problem I am facing the exact same issue please let me know how did you resolve it?

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DanNewton 70 on at

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This has been an issue for the last few years and I have never found a permanent solution - I discussed with MS support at one point but it was never fully resolved, I think this is a bug but it is really annoying for users to have the previous KB search show up on a brand new fresh unrelated case!

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