Service | Customer Service, Contact Center, Fie...

Customer Service Hub: How to search for Knowledge Articles outside of a Case?

(1) Share

Report

Posted on by medwards807

I have a Use Case for Users to Search/View Knowledge Articles outside of a Case (while doing research). According to the below documentation there should be an Option to add Knowledge Search into the Site Map under Knowledge Article. I can not find a configuration option to do that.

Is this something that was deprecated? I see in the documentation Microsoft users the term Knowledge Base and Knowledge Article?

Is there an alternative way for a user to search a Knowledge Article outside of the case (Knowledge Article Search Control)

A secondary question I have is there is supposed to be a pop-out option on the Case / KM Search Control. When I go into configuration it is there as an option to show or not, when I set the control to show all or event specifically the pop-out, it never appears on the control after publish?

Any insight or direction would be greatly appreciated.

Mike

How to Search Knowledge Articles:

https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh

I have the same question (0)

All responses (5)

Answers (0)

Chris D 10 on at

Like (0)

Report

RE: Customer Service Hub: How to search for Knowledge Articles outside of a Case?

Fantastic, thank you! I couldn't find that info anywhere, have now added the URL to our sitemap and it works perfectly.

Was this reply helpful? Yes No
Suggested answer

Fubar 2,756 on at

Like (2)

Report

RE: Customer Service Hub: How to search for Knowledge Articles outside of a Case?

it is a URL not an entity /main.aspx?pagetype=kbsearch&showLang=1&enableSelection=1

It may not have auto updated the Sitemap if you have edited the out of the box App's sitemap.

Was this reply helpful? Yes No
Chris D 10 on at

Like (0)

Report

RE: Customer Service Hub: How to search for Knowledge Articles outside of a Case?

I have the same problem here, I want to see the Independant Knowledge Base Search, but it doesn't show in my sitemap in the Customer Service Hub. Ideally I would also like to add it in a custom app too.

If I try to add a new Subarea in the App Sitemap Designer within the entities available there's no "Knowledge Search" option.

According to Power Platform Admin Centre our instance is on 2020 wave 2.

Anyone got any thoughts how we can add this search option? Thanks

Was this reply helpful? Yes No
tebertshauser 5 on at

Like (0)

Report

RE: Customer Service Hub: How to search for Knowledge Articles outside of a Case?

Is it possible to add the 'Knowledge Search' subarea to a sitemap for a custom app? i.e. I want to add 'Knowledge Search' to my Sales Team's CE App?

Was this reply helpful? Yes No
Suggested answer

LeoAlt 16,331 Moderator on at

Like (0)

Report

RE: Customer Service Hub: How to search for Knowledge Articles outside of a Case?

Hi partner,

First of all, the Knowledge article search outside the case and pop up button are both new features in 2020 wave1 release.

https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave1/dynamics365-customer-service/agent-productivity-enhancements-knowledge-capabilities

So if your instance hasn't updated to wave1 2020, this feature is not available.

You could go to Power Platform admin center to enable wave1 2020 for your instance.

After you updated to wave1 2020, the knowledge serach and pop up button will be available for your instance automatically.

The documentation you provided shows the full features in konwledge articles D365 will provide in now and future.

Best Regards,

Leo

Was this reply helpful? Yes No