Skip to main content



No record found.

Customer Service forum

Knoweledge Article Suggestions for Resolved Cases on Customized Dialog boxes

Posted on by 5
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?
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Knoweledge Article Suggestions for Resolved Cases on Customized Dialog boxes
    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

Helpful resources

Quick Links

Replay now available! Dynamics 365 Community Call (CRM Edition)

Catch up on the first D365 Community Call held on 7/10

Community Spotlight of the Month

Kudos to Saurav Dhyani!

Congratulations to the June Top 10 community leaders!

These stars go above and beyond . . .


André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 287,696 Super User

Martin Dráb Profile Picture

Martin Dráb 225,490 Super User

nmaenpaa Profile Picture

nmaenpaa 101,148


Featured topics

Product updates

Dynamics 365 release plans