Skip to main content

Notifications

Microsoft Dynamics CRM forum
Unanswered

Knowledge article tab not showing automatically in Omnichannel D365

Posted on by Microsoft Employee

Hi team,

knowledge article tab doesn't automatically when i accept a chat.

Followed this : https://thecrm.ninja/omnichannel-knowledge-articles/

Omnichannel & Application Tabs » The CRM Ninja

But still couldn't get it automatically.

I also noticed that there are two Knowledge Article Search web resources in the Active Application Tab templates. Our below session uses the older web resource named omnichannel_kbsearch. So I tried switching this with the new web resource named Knowledge Search and tested – the KB Article search tab still does not populate next to the Conversation tab.

The Chat - Default session Session Template in all environments references the omnichannel_kbsearch web resource in the additional tabs sub-grid. This is working as expected in Dev and Prod environments.

Categories:

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Dynamics 365 Community Update – Sep 16th

Welcome to the next edition of the Community Platform Update. This is a weekly…

Announcing Our 2024 Season 2 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Dynamics 365 Community Newsletter - September 2024

Check out the latest community news

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 290,522 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 228,441 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,148

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans