Configure article search and display options

  • 5 minutes

After the Dynamics 365 knowledge search functionality has been set up and article categories have been defined, the next step is to set up the Knowledge Base Search control for each table page where it will be consumed. By default, the control is already set up for the Case table. If you set it up for any other tables, it must also be set up on the relevant page for each of those tables.

Before you begin

To set up the Knowledge Base Search control, you must customize the pages where it will appear. If you aren't familiar with the customization of pages in Dynamics 365, see Customizing Dynamics 365 forms.

Work with Customer Service Hub pages

The Dynamics 365 Unified Interface is used for both the Sales Hub and Customer Service Hub apps. Although both apps provide the same navigation, functionality, and visual experience, the pages that you must customize vary, depending on the app that you're using. The Sales Hub app and apps like Field Service and Project Service use the same pages that are used in other apps: Account, Contact, and Opportunity. But the Customer Service Hub app includes special pages that are called Interactive Experience pages. These pages are used for many of the primary tables that appear in the Customer Service Hub. Make sure that you customize the correct page for the app that will show the information.

The following table shows which page you customize for the three tables that are most often used, depending on the app where they will appear.

Table Customer Service Hub page Sales Hub page
Account Account for Interactive Experience Account
Contact Contact for Interactive Experience Contact
Case Case for Interactive Experience Case

As you begin to add or edit the Knowledge Base Search control on pages, make sure that you're using the correct page.

Work with Customer Service workspace pages

Dynamics 365 customer service provides the ability to work with multiple customers at the same time through its multi-session user interface called Customer Service workspace. Like the Customer Service Hub app, Customer Service Workspace has specific forms that are used to provide functionality on.

The following table shows which page you customize for the three tables that are most often used, depending on the app where they will appear.

Table Customer Service workspace page Sales Hub page
Account Account for Multisession Experience Account
Contact Contact for Multisession Experience Contact
Case Case for Multisession Experience Case