Don’t forget to click the ‘save’ button in the bottom right corner! In order to add new filters, and admin needs to scroll to the bottom of the page, where they will see the option to add a new filter by choosing a field from the knowledge base article table. When they’re done with their selections they can click ‘Done’. If an admin clicks ‘Preselect’, they can set the preselected options of the filter. If an admin clicks ‘visibility’ they can add additional options to the filter. From here they can select to turn the filter off (deactivate), to select the preselected options, and add filtering options. In order to make changes to the existing filters, the admin needs to click on the ellipse on the right side of a filter.
#Search defaults update#
Once the admin has turned on the custom filters, they can now add their custom filters by navigating to ‘Filters’ (also under the Knowledge Management section on the sitemap).įrom this area admins have a few different options to update the existing filters. Once you do that, you’ll notice a second option is now visible, where you can allow customer service agents to personalize the knowledge article search filters in the application. In order to turn on the custom filters you can set the ‘enable custom filters’ to ‘yes’. We have two additional settings: Knowledge Article Search Filters and Knowledge Articles Authoring Language. On the settings page you’ll notice there are a few extra options that you can now configure. Then need to click on ‘Settings’ on the sitemap, which is located under ‘Knowledge Base Management’. In order to turn on the custom search filters you need to open the Customer Service Hub app and change the area switcher to ‘Service Management’. Now lets take a look at where we can turn on the use of these custom filters and how we can add custom filters to the application! Turn On Custom Knowledge Article Filters If you’re interested in this type of functionality you can read the article I wrote about it here.)īefore I get started I wanted to mention that any of these configurations will apply ANYWHERE in the application where the knowledge search is setup, so this includes the knowledge search page in Dynamics 365 Customer Service, the knowledge search control on forms, the productivity pane knowledge search control, etc. (For example I added fields to the case table and knowledge article table so that I could use that to automatically filter on knowledge base articles that have the same value in the field as the case record, which makes for more relevant articles surfacing on a case. These are another couple of the new features of the 2021 Release Wave 1 that finally became available in my region around April 23rd! As you might know, before this update administrators were not able to configure filters for knowledge base articles, which makes it tricky if you have added your own custom fields to the knowledge article table.
0 kommentar(er)
