Usability enhancements to knowledge article search
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Jan 31, 2022 |
Apr 1, 2022 |
Agents will be able to quickly search for knowledge articles and get relevant search results.
Key capabilities:
Agents can search for articles using search phrases or terms. The search results are returned when the search term matches the title, content, keywords, descriptions, or attachments. Agents can analyze the search term matches and the article search results and view only the relevant articles, which help the customer issue at hand.
Agents can view the article number displayed on the search results card.
Search for knowledge articles in the Customer Service Hub (docs)