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Dynamics 365 Community / Forums / Customer Service forum / Search functionality n...
Customer Service forum

Search functionality not working in Dynamics 365 Customer Portal

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Posted on by Community Member

Hello,

I am using Dynamics 365 online and have Customer Self Service Portal.

My issue is Search is not working with Knowledge Base.

Whenever i search anything, it fetches the records from the Forum instead of Knowledge Base. Even links for Most popular don't get generated properly, they just point to Home Page instead of the Article.

I have done all the configurations for search in KB. I don't know what is going wrong there.

Any help will be appreciated. 

Categories:
Portals
Knowledge Management
I have the same question (0)
  • RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Do remember to post the solution here so that it can help others as well :)

  • Community Member Profile Picture
    Community Member on at

    I have opened the Support Ticket, Thank you for all your support

  • RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Ohh got it now. So the KB search is configured and it is also visible in the filter but the results are not showing. I am not sure about any setting which affects this.

    It is worth to open ticket with Microsoft Support.

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Hi,

    Have you enabled Knowledge Article for Portals: nishantrana.me/.../associating-knowledge-base-article-with-portal-in-dynamics-365

    Have you set the option in the site setting "search/filters"? Knowledge:knowledgearticle

    Hope this helps.

  • Community Member Profile Picture
    Community Member on at

    Thank you for the quick reply Ravi.

    I have checked the settings you have given here, everything looks good. But still it doesn't work. Here is the screenshot of what i get as result. 

    Screenshot_5F00_9.png

    You can see here that it displays that there are 4 search result in KB count on the left side panel. But it doesn't display on the records. 

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Its working for all my portals where I have KB configured. And if I am not wrong, other than enabled KB from CRM, I haven't configured anything else. I have the following settings-

    Search/Enabled: True

    Search/FacetedView: True

    search/filters: Content:adx_webpage,adx_webfile;Forums:adx_communityforum,adx_communityforumthread,adx_communityforumpost;Help Desk:incident;Knowledge:knowledgearticle

    search/query: +(@Query) _title:(@Query) _logicalname:knowledgearticle~0.9^0.3 _logicalname:adx_webpage~0.9^0.2 -_logicalname:adx_webfile~0.9 adx_partialurl:(@Query) -_logicalname:adx_communityforumthread~0.9

    Verify if you have the same setting. Also, do verify if the vesion is updated.

    Hope this helps.

  • Community Member Profile Picture
    Community Member on at

    Hi Ravi,

    Thanks for the reply. I have already setup both the things you gave. Still it doesn't work.

    Is there anything else missing ?

    Thanks in advance.

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