Federated knowledge search


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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - Feb 1, 2021 Apr 5, 2021

Business value

Knowledge in organizations is typically spread across multiple sources like SharePoint sites, OneDrive, and third-party knowledge management systems. The ability to quickly find and share knowledge from as many sources as possible helps agents be more productive and resolve issues for customers more quickly.

Feature details

Customers will be able to plug an external search provider into the knowledge search experience. We'll provide connectors for SharePoint search, Microsoft search (which is the search service for Microsoft 365 apps and other external content indexed through their connectors), and cross-Dynamics 365 search. We'll add more connectors later based on customer feedback.

See also

Set up a search provider in Customer Service Hub (docs)