Suggest knowledge articles as agents type in the search box
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 by admins, makers, or analysts | - | - | 
Oct 7, 2022 |
Business value
This feature enhances the knowledge search experience for agents by auto-suggesting knowledge articles as they type keywords in the search box, thereby improving the discoverability of articles and the productivity of the agents.
Feature details
The auto-suggest capability enhances the search experience for agents by showing relevant knowledge articles as they begin to type search keywords. For example, as soon as an agent begins to type a particular keyword in the search box, matching results start appearing inline to the search box. The matched text is highlighted to explain the presence of the result. On selecting the record, the agent is directly taken to the record.