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Applies to: Dynamics 365 Customer Service
Note
- The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
- When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
- As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.
Use this capability to find relevant knowledge articles from your organization's knowledge base directly in chat.
What it does
The assistant searches your Dynamics 365 knowledge base for articles that match your question or topic. It returns matching articles with titles, summaries, keywords, article numbers, and links to the full content. The top results are shown with citation links so you can reference them immediately.
This is useful when you need to find a procedure, look up a policy, or find solution steps documented in your knowledge base while working on a case.
Try prompts like
- Search knowledge base for password reset procedure.
- Find articles about unauthorized transactions.
- How do I handle a refund request?
- Search for published articles about billing.
- What's the process for account closure?
- Find KB articles about login issues.
- Search knowledge articles about SLA policies.
- Look up the return policy.
What you'll see in chat
The assistant returns matching knowledge articles directly in chat. Each result can include the article title, summary, keywords, article number, and a Dynamics 365 link when one is available. Citation links in the narration point to the most relevant articles.
Helpful tips
- Use natural language to describe what you're looking for. The search matches across article titles, summaries, and keywords.
- You can filter by article status: say "search published articles about..." to see only published articles, or "search draft articles" for articles still in review.
- If you know the specific article number (for example, KA-01001), ask for it directly instead of searching.
- The assistant shows the top 3 results in the summary. If you need more, say "show more results" or "search with a higher limit."
- Pair knowledge search with case context: "search the knowledge base for solutions to this case's issue."
Tip
After finding a helpful article, you can ask "send this article to the customer" or "use this to draft a reply."
What happens next
After finding articles, you can continue with prompts like:
- Open article KA-01001.
- Show me the full content of the first article.
- Send this article to the customer.
- Draft a reply using this knowledge article.
- Create a knowledge article from this case resolution.
Does this change data?
No, this doesn't change data.
Searching the knowledge base is read-only. No articles or records are modified.
What you can do from the app-in-chat component
From the knowledge article list in chat, you can:
- Browse matching articles with titles, summaries, and article numbers.
- Select an article to read its full content in the viewer.
- Open an article directly in Dynamics 365.
- Use follow-up prompts to refine the search or ask about a specific article.
Prerequisites
This tool requires the following:
- Knowledge management
Learn more in Configure knowledge management.
Tool summary
| Property | Value |
|---|---|
| User-facing name | Search knowledge articles |
| Internal tool name | search_knowledge_articles |
| Purpose | Lists or browses knowledge articles matching a query and renders a visual widget of article cards (title, summary, KA-number, metadata) the user can select to view details |
Tool behavior
Lists or browses knowledge articles matching a query and renders a visual widget of article cards (title, summary, KA-number, metadata) the user can select to view details. Each result surfaces its KA-number and Dynamics deep-link in structuredContent, shown as markdown citations in the narration. Use when the user wants to see, list, browse, or visually inspect articles (for example, "show me articles about…", "list articles on…", "what articles do we have on…"). For a direct answer to an informational, procedural, or "how do I…" question, prefer answer_knowledge_question, which synthesizes an answer with citations. For a specific article by KA-number or GUID use get_knowledge_article; to draft a new article from a case resolution use draft_knowledge_article.
Annotations
| Annotation | Value | Meaning |
|---|---|---|
readOnlyHint |
Not set | Default behavior (reads knowledge base). |
destructiveHint |
Not set | Not applicable. |
idempotentHint |
Not set | Not applicable. |
openWorldHint |
Not set | Uses default (queries Dataverse). |
Input concepts
Search query
| Input | Description | Required |
|---|---|---|
query |
query (optional). Free-text search across article titles, summaries, and keywords. |
No |
Status filter
| Input | Description | Required |
|---|---|---|
status |
status (optional). Filter articles by publication status: published, draft, or archived. |
No |
Result limit
| Input | Description | Required |
|---|---|---|
top |
top (optional). Maximum number of articles to return, up to 200. Defaults to 10. |
No |
Response and UI behavior
This MCP tool is supported by an MCP app.
Response type
Text-only response in chat
The response returns matching knowledge articles with titles, summaries, article numbers, and citation links. The top 3 results are surfaced in structuredContent.articles; totalCount indicates the total matches bounded by top.
Routing notes
Use search_knowledge_articles when:
- The user wants to see, list, browse, or visually inspect articles (for example, "show me articles about...", "list articles on...", "what articles do we have on...")
- The user asks to search the knowledge base to see what's available.
Don't use search_knowledge_articles when:
- The user asks a direct question ("how do I...", "what is...")—route to
answer_knowledge_question, which synthesizes an answer with citations. - The user knows a specific article number—route to
get_knowledge_article. - The user wants to create a new article—route to
draft_knowledge_article. - The user's question is about Dataverse data, not knowledge content—route to
answer_service_question.
Related tools
| Tool | Relationship |
|---|---|
answer_knowledge_question |
Synthesizes answers to informational/procedural questions. Use for question/answer intent; use search_knowledge_articles for browse/inspect intent. |
get_knowledge_article |
Retrieves full details for a single article by ID or number. Use after search_knowledge_articles for drill-down. |
draft_knowledge_article |
Creates a new draft article. Use to convert case resolutions into KB content. |
summarize_case_actions |
Lists case resolution steps. Output can inform knowledge article creation. |
Data mutation classification
Read-only.
Searches the knowledge base without modification.