Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Dispatchers and technicians can search and view knowledge articles to help answer questions about work orders. Dispatchers can save favorite articles to attach them to work orders, customer assets, incident types, or products.
If an administrator sets up external search providers, dispatchers and technicians can search for files, documents, and articles from sources outside your Dynamics 365 organization.
Search knowledge articles
When linking a knowledge article to a work order, customer asset, incident type, or product, you have several options to help find the articles you want to link.
- Filters the list of results.
- Sorts the list of results.
- Search box.
- Unlinks the article.
- Marks the article as a favorite.
- Confirmation that the record is linked.
- Rating.
- The number of times the article is viewed.
- Links the article.
- The article ID.
Search using favorites
Mark the knowledge articles you use most often as favorites so you can quickly return to them while working. You can mark up to 50 articles as favorites.
- Select an article from the list of search results.
- Select the Favorite (heart) icon to add the article to your favorites list, or, if it's already a favorite, remove it.
View your favorite articles on the My favorites tab. The article you most recently marked as a favorite appears first in your favorites list. If an article is deleted, it no longer appears in the list.
You save favorite articles in the language you view when you mark them as a favorite. The translated version of a favorite article doesn't appear as a favorite.
If you create a major or minor version of a favorite article, the new version appears as a favorite and the earlier version is removed from the list.
Search across external search providers
If your administrator configured this option, search for files, documents, and articles from data sources outside your Dynamics 365 organization.
On the search pane, select Filter and filter by Source. Select the source.