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Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Release plans for Dynamics 365, Power Platform, and Copilot.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
Oct 1, 2024 |
Business value
Agents can get knowledge base article previews from global search without opening the article in the knowledge authoring experience. This capability saves agents time and reduces their cognitive load.
Feature details
As an administrator, enable this option for your agents in the Customer Service admin center. When you enable this option, agents can view knowledge base article previews from global search without opening the knowledge authoring form experience. This feature saves agents time and gives them a simpler and faster way to read knowledge articles through global search.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Related content
Search the knowledge base in Customer Service workspace (docs)