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Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to 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 | - | - | 
Oct 1, 2024 |
Business value
Agents can get knowledge base article previews from global search without having to open the article in the knowledge authoring experience, thereby saving agents time and simplifying the cognitive load on the agents.
Feature details
As an administrator, you'll need to enable this option for your agents from the Customer Service admin center. Agents will then be able to view knowledge base article previews from global search without having to open the knowledge authoring form experience. This saves agents time and provides a simpler and faster experience to read knowledge articles they're looking for, through global search.
Additional resources
Search the knowledge base in Customer Service workspace (docs)