Integrate and search external knowledge sources
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, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Mar 1, 2023 |
- |
Apr 30, 2023 |
Business value
Organizations may have knowledge content spread across multiple sources. Examples include line-of-business knowledge-based websites and third-party knowledge management systems. Having the ability to identify the most relevant and contextual content across knowledge sources will help agents find the most suitable solution for your customers easily.
Feature details
Integrated search providers allow you to configure external data sources such as enterprise websites that are based on the sitemap protocol. Content is ingested from external sources into Microsoft Dataverse and then search capability is provided across all sources.
Highlights of the feature for administrators include the following:
- Configure data from external data sources.
- Set up a data refresh schedule to specify the refresh frequency of the ingestion service that will capture newly created or updated articles and also any data that might have been missed during syncing and ingestion.
Highlights of the feature for agents include the following:
- View a consolidated list of relevant search results from Dataverse and external sources for their search query.
- View the list of relevant search results provided in a single ranking across data sources.
