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Knoweledge Article Suggestions for Resolved Cases on Customized Dialog boxes

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Posted on by Megan Lisa

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Hi there,
When selecting a customized dialog as the form for Resolving cases:

and adding "Propose new knowledge using this case" to said form:

When resolving the case and selecting the checkbox (toggle or dropdown) the Knowledge article pop-up doesn't appear - it does appear when "Standard Dialog" is selected. Please assist?

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Dengliang Li Microsoft Employee on at

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Hi,

I encountered the same problem as you in my testing.

When I checked the web requests generated by both dialogs after clicking the /Resolve/ button, the customizable dialog was missing the following two requests.

The following requests should be requests about writing knowledge articles using Copilot.

However, this series of processes cannot be modified.

If this issue is affecting your normal business, it is recommended that you raise a support ticket for further assistance.

Best Regards,
Dengliang Li

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