Knowledge article tab not showing automatically in Omnichannel D365

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Posted on by Community Member

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.

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